Customer Experience Team: Customer Facing

8 months ago

Durban, South Africa Unilever Full time

**Customer Experience Team: Customer Facing Specialist**

**PNP/Boxer**

**MAIN JOB PURPOSE**:
The CF specialist is responsible for their customer group’s short-term replenishment cycle in their assigned categories. Collaboratively working with DC to improve On-Shelf Availability, service levels and SOH reduction via detailed knowledge of the customers systems. This role, dependent on the supporting accounts, may spend some or all the time located at customer DC or head office, and will interact with customer systems rather than Unilever systems.

**JOB SUMMARY**:

- The CF specialist duties will include providing a view of stock availability at the UL DC.
- They will provide insight on stock levels at DC, plus changes to distribution or buy-in phasing to help with interpretation of buy-in patterns and decision making during short stock situations. Where customer activity plans are seen to be out of line with Unilever expectations, they will inform the NAM / CD team, and where actual buy-in is very different to plan.
- Assist in driving On Shelf Availability through interactions with customer teams.
- Building close relationships with customer contacts in the DC.
- Day to day contact and relationship with customer supply chain controllers.
- Support NAM in short term planning meeting with customer buyer and supply chain.
- With the Customer Service Centre, seek to minimise impact on service of shortages and drive efficiencies.
- Report and analyse Key Performance Indicators, implementing continuous improvement activities around these.
- Support rest of customer service team to maintain operational cover in times of absence or other priorities.
- Improve Unilever service levels (DR) through fill rate optimization (SR/FR/CCFOT/CCF/OTIF).
- Maintaining optimal customer in-stock and inventory levels.
- Reporting and improvement on customers fill rate. (Weekly and Monthly)
- Support AR team on resolution & RCA on claims.

**TASKS**:

- Drive strategic customer agenda through Unilever Customer Portal.
- Communicate late deliveries to relevant DC teams and Buyer with mitigation actions.
- Manage TAT of vehicles at customer and PODS are completed timeously. (Specifically, to GL/Pair bookings - occurring on all shifts & Saturday slots).
- Follow up on OOS lines and feedback recovery dates to customer.
- Assisting with DC related issues i.e., queries, short deliveries, inventory held items, backdoor including if items are not scanning at receiving or Ti Hi not aligned, resolve with inventory and buyers to align master data, if PO is closed when vehicle arrives, get buyers to place po for receiving purposes only, damaged goods.
- Keeping track on innovations, new listings.
- Share slow moving lines with NAM teams.
- Arranging uplift with Supplier for product recall, stock with quality issues.
- Capturing & follow up on SHEQ’s (ensure uplift captured, stock uplifted & credit note processed by warehouse).
- Follow up on booking slots & deliveries into DCs.
- Monitor Efficiency Projects weekly to ensure Utilization & Factory Directs are achieved every QTR.
- Monitor of GL & Pairs and ensure scorecards are sent out weekly.
- Tracking of Boxer & PNP Service weekly.
- Prepare weekly decks for Customer Specific meetings - collaborative meetings.
- NAM/UFS request on OM info, dates, reports for tallies.
- Assist buyers to change status of products if discontinued, deprioritized, do not order etc.
- Weekly service reporting, including PSAT.
- Assist CG team with order dropping if orders do not confirm enough stock, align with customer replenisher on which orders to prioritize or push out if needed.
- Attend OM meeting, prepare prior to meeting, sales tracking, provide commentary and carry out actions from minutes.
- NAM/buyer meetings: provide supply chain update and support with promo planning or monthly volume planning, timings, confirm number of trucks for tally and claim approvals if needed.
- Analyze power bi reports to discuss with NAM team, order management, inventory and CSP example sales tracker dashboards.
- Assist CG team with order dropping if orders do not confirm enough stock, align with buyers on which orders to prioritize or push out if needed.
- Effective monitoring and managing of stock at DC daily.
- Manage labour broker team on delays and normal operations at DC.
- Stock on hand report sharing with internal (NAM) and UFS team - latest view from customer & insights.
- Maintain master data list with customer codes once listing is complete, also to update PSAT.
- Assist CG team escalate PVR’s for quicker resolution.
- Assist CG team in escalation on allocation approvals from iOPS if not given timeously.
- Run sales report for NAM team daily or upon request.
- Assist with claims resolution especially for PNP & Boxer, required to work close with the AR team and the DC.
- Manage vehicles going to wrong delivery address if ship-to is not updated for satellite dc, or if there are space constraints and vehicle

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