Join us as Customer Service Manager

Function:Supply Chain

Reports to:Head of Customer Service and Logistics

Scope: Local Markets

Location: Mireka Tower, Havelock

Terms & Conditions: Fulltime

JOB PURPOSE

This role exists to bring our purpose-led innovation to life with work that you do creating a better business and a better world. The Customer Service Manager is responsible for leading end‑to‑end Customer Service operations—Order‑to‑Cash (O2C), project execution under different pillars such as process optimization & customer delight, delivery Execution, Customer Issue Resolution, and Service Level Performance. The role ensures exceptional customer experience while driving operational excellence, cross‑functional collaboration, and continuous improvement for Distributive Trade, Modern Trade and New Channels.

KEY RESPONSIBILITIES

Customer Service Operation

• Lead the full Order‑to‑Bill/O2C process, ensuring accuracy and timeliness.

• Oversee Delivery Execution with Logistics/3PL/Warehouse teams to ensure OTIF (On‑Time In‑Full) performance.

• Ensure high Customer Service Levels, DROO/OSA /Secondary CCF, and customer satisfaction KPIs.

• Monitor, analyze, and report service performance metrics weekly and monthly.

• Manage deduction processing, credit exposure, and financial compliance where applicable.

Customer Experience & Issue Resolution

• Serve as the primary escalation point for complex customer issues.

• Build collaborative partnerships with Key Accounts, Customer Development counter parties, Finance and Logistic team.

• Conduct periodic business reviews with customers to align on service performance and improvement areas.

• Drive customer‑centric practices and ensure service standards by customer segments.

Team Leadership & People Development

• Lead, mentor, and develop Customer Service team to drive towards business objectives.

• Set clear objectives, provide coaching, conduct performance reviews, and build a high‑performing team.

• Establish a positive, collaborative culture focused on ownership, accuracy, and continuous improvement.

Systems, Processes & Continuous Improvement

• Develop, document, and implement customer service procedures, SOPs, and best practices.

• Utilize data analytics to identify inefficiencies and drive service improvement projects.

• Lead digital transformation initiatives aligned with customer service automation and process simplification.

REQUIRED QUALIFICATIONS

• Candidate must have a bachelor’s degree in engineering/ business management or equivalent professional qualification.

• Candidate must have a minimum of 5 years of experience in Customer Service. Prior experience in the FMCG is preferred.

• Candidate must have a strong understanding of FMCG Supply Chain, Customer Service Operations, and Order‑to‑Cash flows.

• Prior experience with SAP, Power Apps/Power BI/Power Automate will be an added advantage.

• Candidate must possess strong analytical skills with the ability to interpret service metrics and drive improvements.

• Candidate must possess strong people‑management skills and excellent communication.

• Candidate must possess a customer‑centric mindset with the ability solve problems effectively.

• Candidate must possess the ability to lead cross‑functional teams and influence with low supervision.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.