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Customer Sales Assistant (12-month contract)

Job ID:
Customer Development
Auckland, Auckland
Date posted:

Who we are?

On any given day, 2.5 billion people globally use Unilever products to feel good, look good and get more out of life. Our products range from 400+ brands which include Lipton, Dove, Lynx, Omo, Surf alongside innovative, and purpose-led brands like Ben & Jerry’s, Streets, Continental and many more, giving us a unique place in the lives of people all over the world.

A job at Unilever is a career made by you, with development opportunities, benefits and a working culture that embraces diversity. We have a proud heritage in Australia since 1919 and a thriving, sustainable business today, so there's never been a better time to join us.

We are looking for a Customer Sales Assistantfor a 12-month fixed term contract who will be the main point of contact between the local NZ grocery customer manager team and the offshore claims processing + management team (Genpact). The role supports and facilitates the entire claims management process with the aim to promptly resolve outstanding claims for retail, maintain claims balances, and reduced aged claims.

Role Summary:

Monitoring and supporting total claims processing and queries

  • Monitor claim queries with Genpact and CDM and assist with managing expectations for both parties.
  • Answer field and customer queries for Pricing, RPOs and AP store claims.
  • Provide SAP remittances/credits to customers when required.
  • Monitor the claims process and support claim issue resolution.

NZ Grocery Ledger Management

  • Monitor claim overdue.
  • Seek and prompt action and resolution via internal and external stakeholders.
  • Ensure claims ledger reduction on an ongoing basis.

Process improvement

  • Identify room for improvement to KPIs, Business Rules, and DTP (Desktop Procedure).
  • Review and sign off (along with local NZ CD team) DTP for Processing team. Provide support where required.
  • Suggest and look for ways to continuously improve the claims management process and ways of working between local NZ grocery CD team, offshore Genpact team, Unilever Field Business Managers, and customers (where appropriate)
  • Bi-weekly calls (or more frequent where appropriate) with Genpact to track/provide feedback on performance and find resolutions to drive results

Vendor onboarding & management

  • Liaise with Field team and customer to onboard new retail vendors.
  • Organise, submit and manage change of ownerships
  • Maintain customer details using Velocity

Claim processes – All Banners

  • Manage and monitor adherence to existing Business KPIs, and DTP (Desktop Procedure) for Processing team.  

Woolworths NZ – Disputes, Late claims, Freight claims

  • Disputes - Review WW claim tracker and liaise with CDMs on disputes. Collate relevant claims, supporting emails/docs to submit via Woolworths Partner Hub. Also provide match off details to Finance/claim tracker when credit has been received from WW.
  • Late Claims – Review with CDM and investigate using Uniprom, claim tracker/copies, email correspondence, scan data etc.
  • WW Freight claims - Liaise with Finance on RA coding and send for payment

Foodstuffs North Island

  • Store Pricing claims - Monitor workflow and answer claims queries from Field managers and customer. Co-ordinate with BMs and send missed barcodes to AR. Manage approval process for claims $575inc.
  • AP & AR claims – Assist Unilever field business managers and stores with claim queries via claims status investigation and action advice
  • RPOs - Manage approval process via Webcollect for valid RPOs
  • DC pricing - Investigate with CDM and provide approval via Webcollect/HRC for payment
  • COOP claims – Manage approval/payment with CD Director & Finance

Foodstuffs South Island

  • Store & DC Pricing claims – Manage approval process via Webcollect/HRC with CDM
  • Assist Unilever Field Business Managers, and stores where appropriate, with AP & AR claim queries.

Key Deliverables:

  • Business CNS targets
  • Business claims ledger reduction – quantity and value
  • Business TTS targets

What you will bring

  • 2+ years of business experience, preferably cross-functional and/or customer facing
  • FMCG sales + claims experience, business administration and/or finance operations, Customer Sales Management/Trade Category Management/Field Sales is desirable

What awaits you at Unilever

The core of Unilever’s culture is captured as Human, Purposeful, Accountable. You will be joining a dynamic, flexible, and inspiring work environment that truly cares about your wellbeing, values what you do and celebrates your success.

This is your opportunity to be part of a purpose-led business and a global community where you can progress your career both locally and internationally. You will also benefit from amazing discounts on external company products, attractive employee referral reward program amongst other benefits.

This is a great opportunity to work within an iconic and global organisation. We have gained our reputation as one of the world's most admired employers by providing an environment where individuals can achieve their goals, both professionally and personally.

Make no mistake we expect a lot from our people as they do of us. So, if you can rise to the challenge, don't waste any time - apply now!

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.

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