Asst Manager – Customer service for SDL group & Rest of South Asia

Unilever


Date: 3 weeks ago
City: Mumbai, Maharashtra
Contract type: Full time
ABOUT UI: Unilever International is Unilever’s fastest growing and entrepreneurial business with Euro 1.4 billion in turnover. UI’s purpose is to serve the underserved – markets, consumers, channels, brands, working in close partnership with Unilever’s Business Units (BU) and Business Groups (BG). As Unilever’s growth engine, we establish global white space businesses in key channels such as Health & Beauty, Discounters, E-Commerce and alternate channels such as travel retail, marketing to institutional partners like the United Nations, and seeding Unilever brands to overseas diaspora who crave for a taste of their familiar home brands.

We have our Global Hub in Singapore which leads strategy, marketing thinking, seeding plans, and alignment with the global categories and supply chain with 9 regional hubs across the globe.

JOB TITLE: Asst Manager – Customer service for SDL group & Rest of South Asia

LOCATION: Mumbai, India

Job Purpose

This role will manage customer service/relationship for SDL group, the largest customer for Unilever International in addition to managing E2E Supply Chain for UI Markets of Bangladesh and Srilanka

Customer Service

  • Manage complete Order to delivery cycle for SDL business
  • Lead supply chain customer service operations with a focus on increasing customer satisfaction and strengthen collaboration with customer supply chain team.
  • Manage order service levels KPIs
  • Track secondary sales and market inventory closely with BDMs and Distributors
  • Highlight/ Red flag to SU on Supply plan gaps, shipping document delays which can impact order/delivery service level KPI’s.
  • Accountable for resolving issues like Supply delays, document errors and shortage/damage claims.
  • MIS Reporting on monthly and quarterly view of Open orders, Supply plan, Sales, Ambition and Supply Chain Service rate
  • Oversee that there is no error in shipping documents, as per agreed CSI (Customer Shipping Information)
  • Liaise with Sales, Marketing, CD Ops to drive monthly Demand review and weekly DSR meeting with focus on improving SR, FA and FB
  • Coordinate with UI Logistics & Global Freight procurement team for New Lanes creation.
  • Resolve any issues with the shipping lines while shipment clearance at the port, ensuring No Demurrage and Detention

E2E Supply Chain for ROSA (Rest of South Asia)

  • Monitor plan compliance of the manufacturing facilities and work collaboratively with the factory to ensure 100% compliance levels.
  • Responsible to deliver Service rate target for ROSA cluster along with supply chain team.
  • Monitoring of Import Shipments and ensure on time delivery of documents to customers.
  • Ensure the Supply Plan compilation to Customer on a weekly basis
  • Responsible for monthly DSR analysis, which includes factory capacity planning.
  • Business partner finance/procurement to drive Transfer Price optimization by driving right forecast, information across ROSA

Key Requirements

  • MBA /Engineering Graduate with 7-9 years of experience in Supply Chain Operations
  • Person should be business focussed and enable sales growth.
  • Excellent written and oral communication skill.
  • Proficiency to communicate effectively across various cultural backgrounds & functional areas. Strong cross-functional & Stakeholder management
  • Excellent in MS Excel, Power bi, Word & Power point

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