Supply Chain D-com Planner

Job Purpose

The core purpose of the Customer Service Specialist role is to manage the service Unilever delivers to key customers, ensuring that every time their customer(s) deals with Unilever it is a positive experience and the perception of Unilever held by our key customers therefore continually improves.

What Will Your Main Responsibilities Be

Customer communications

• As the SC interface – this role will be responsible for all communications with the customer to ensure we are meeting customer expectation & providing the best service possible; this includes, safe landing all new product launches, catering to any ad hoc requests

•  Tailoring order shortage communications to meet / exceed customers’ expected level of communication

• Working with Customer Development, Customer Replenishment Specialists, Customer Availability Specialists, and Stock Management to ensure external messages are simple, clear, and consistent

• Responsible for building a strong relationship with our customers as well as building a two- way collaboration that is built on mutual trust

•  Handling customer trade terms compliance issues at an operational level with their customer(s)

• Checking and confirming to customers that orders for new products have been processed successfully.
  
  Customer Order Scheduling

• This role will ensure that customer orders are executed in time & in full – collaborating with 3P (order creation), SMS & logistics team to ensure proper stock allocation, scheduling & delivery
  

Continuous Improvement

• Tracking DR & CCFOT targets for our customers to ensure we are always at the right SL- this includes analysis of losses & continuous improvement projects to tackle these losses.

• This role will also manage all MD issues & resolve any customer complaints/requests

• Owning a customer fact book / reference guide that holds all relevant information to enable Unilever to meet/exceed their customer(s) expectations

• Implementing supply chain initiatives with key contacts at the customer (e.g. setup of new delivery point, lead-time reduction, weekend ordering etc.)

S&OE and Q0 Operations

• Handling the S&OE cycle/tasks and responsible for Q0 financials and operations

• Ensuring Egypt monthly sales plan are on track from a supply availability & primary sales perspective, adhering to weekly phasing execution plans

• Providing analysis on challenges/issues across the month with proper root cause analysis & action plans