Egypt Customer Service Assistant Manager

6 months ago

مصر, Egypt Unilever Full time

**The company profile**:
At Unilever you are more than your job title, you are part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us.

We produce world-leading brands including Knorr, Dove, Axe, Hellmann’s and Omo, alongside trusted local names and innovative-forward thinking brands like Tresemme, Rexona, Vaseline.

Be part of the most successful purpose-led business in the world. Have the opportunity to see the true impact that you’re having in the work you do - every small thing counts.

**Job Main Scope**

To be the one point of contact for customers for all Supply Chain requirements. Be the lead person to run the Order to Deliver process and in the process ensure that customer’s requirements are met in the most cost
- effective way and at the required speed.
- The main responsibilities of the job will include flawless execution of Customer Service in order to achieve business goals of Top & Bottom line growth.
- The incumbent will be responsible for delivery of Customer Service KPI's such as dispatch rate, on-time deliveries of orders; reduction of service losses.
- The incumbent will also be responsible lead digitization and capabilities relating to improving Customer Service operations including implementation of key projects to customer accounts.

**Responsibilities**:

- Responsible for coordination of the execution of month zero operations between Supply Planning, CDE, CCD, Factories and WH&L team with visibility on 3M supply and demand performance.
- Responsible for local business shipment plan generation on monthly basis for Egypt and accountable for Sudan.
- Accountable for coordinating supply phasing delivery with supply planning team in weekly buckets as per agreed service level signed off with our business stake holders.
- Accountable for the correct and timely daily loading of manual orders received for Modern Trade, Pharmacies and Public Sector Channel customers.
- Accountable for the daily stock replenishment of the general trade channel customer on daily basis.
- Accountable for fair share stock allocation from factory to CDC/DC on daily basis.
- Accountable for daily fare share stock allocation across customers based on the plan achievement against monthly plan.
- Responsible for managing extra/adhocs supply ask requirements in the short period Wk0-Wk13 through the Weekly Operation Meeting as part of the S&OP Cycle structure.
- Use the Customer Service and Supply Chain KPI to highlight the problem areas of the
- operation to the concerned management in order to improve the Supply Chain process.
- Initiate / prepare short and long-term objectives, targets and work plans of the
- Customer Service to be consistent with those of total Supply Chain, CD and the company.
- Keep constant communication with the trade and sales dept., sales admin. & sales operation, warehouse, MSO and information officer, and initiate any necessary changes to ensure smooth and efficient internal work flow which provides the excellent customer services.
- Organize and arrange the work flow within function in order to complete business processes from order execution until order delivery by co-ordinating with customers and related departments in the company, ensuring all documented procedures are followed.
- Responsible for team development and skill building of all team members.
- Safeguard the company assets comprising trade debtors by ensuring overdue control.
- Provide meaningful and timely information for reporting and control: Sales Analysis and Performance and Stock Availability.
- Ensure the accuracy and timeliness of all agreed supply chain/customer service KPI
- reporting to the relevant management, also be presented in key supply chain operational meetings, e.g. S&OP(SCRM) and Supply Chain meetings with specific focus on his roles in the SCRM.
- Lead and participate in the Business Review or Monthly meeting with the key account customers on the customer service KPI and any project progresses.
- Accountable for SLOBs management as SC business counterpart.

**Job Requirements & Qualifications**:

- Bachelor’s degree in a relevant major - Engineering preferred
- Minimum 5 years of experience in supply chain management.
- MS Office is a must
- Strong stakeholder management
- Strong Decision making & Managing conflicts
- Digital skills like visual tools and power BI is a great plus
- Strong Pro-active communication and ability to manage customer interactions
- Excellent customer centric mindset with high influential skills to drive change and process improvement
- Ability to organize, structure and manage business partners in fast growing business
- Strong Multi-tasking and Time Management skills

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