Unilever Zambia Ltd
Posted Job
almost 4 years ago

Customer Service Excellence & Safety & Health Officer (Job Number: 18000950)

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Main Job Purpose:

  • Lead the Customer Service Team (O2C +Distribution) across all the country’s categories for their account group or channel.
  • Coordinates the overall implementation and maintenance of the SHE management system and promotes continuous improvement practices which reduce the business SHE risk.
  • Provide leadership at country level and development for the Customer Service team.
  • Accountable for the delivery of Customer Service Excellence.

The CSE officer will also manage the Warehouse & Distribution Supplier:

  • With the 3rd Party Warehouse 3P and Transporter on day to day warehousing, inbound and outbound transportation and co-packing operations in the warehouse.
  • Ensure the delivery of high CCFOT
  • Responsible for the efficient and accurate handling and delivery of customer orders.
  • Ensure the delivery of high CCFOT at optimal costs and ensure quality, environment safety and health standards are met as per the Unilever guidelines
  • Has a full accountability for the order cycle and the implementation of customer service offerings as agreed in the Customer Business Plan.
  • Support the Supply Chain Manager in developing strong working relationships with CSE stakeholders’ contacts

Job Summary:

  • Understand Customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc.) to develop opportunities for reduced cost to serve, or improved service, forecast bias or on-shelf availability.
  • Providing operational guidance and support to ensure an efficient order cycle is maintained – including capturing, processing and fulfilling all orders and deliveries within our trade terms guidelines.
  • Resolve escalated operational issues internally and with Customer
  • Anticipate and prevent future problems.
  • Work closely with external customer contacts to ensure that a solid relationship is achieved and maintained through both periods of good and poor customer service.
  • At all times seek to proactively improve delivery and make both parties supply chains more efficient.
  • At times of poor service take the lead to ensure issues are well explained to the customer with a clear communication of resolution timings and next steps
  • Be the main contact point for the Customer Development Manager for customer service issues.
  • Build strong relationships with the Planning Officers to maintain a category perspective.
  • Ensure timely delivery of CSE metrics and issues summary to the Supply Chain Manager.


  • Delivery of Customer Service, Supply Chain Innovation Priorities, Customer Profitability, Forecast Accuracy and On-shelf availability for their customers
  • Manage 3PL for warehousing and transportation
  • Delivery of Supply Chain elements of Joint Scorecards with their Customers (service, efficiency, OSA)
  • Ensure, through liaison with the Category Planning Officers, that the Customer Replenishment Specialists insight into customer specific requirements are built into the ERP, and supply/delivery issues are understood up the supply chain from the customer’s perspective.
  • customer satisfaction measured by Customer survey
  • Ensure alignment of Logistic Efficiency and Payment terms to reality, driving for mutual benefit wherever possible.
  • Resolution of any Customer Service issues with support of Customer Service Executives.
  • Maintain up-to-date Customer /country fact-book
  • maintain up-to-date and accurate master data for customer ship-to and sold-to data plus relevant EDI mechanisms
  • Joint CS Scorecard with Customer (including plan for corrective actions internally and with Customer)
  • Clearly defined service standards for Customer (CSE Minimum Mandatory Standards)
  • Deputise for Supply Chain Manager on Regional Customer Service Excellence forums.
  • Accountabilities for Managing 3PL for Warehousing and Transportation and oversee Order to Cash
  • Manage the day to day deliver operations to achieve high levels of Customer Service at optimal costs
  • Ensure distribution of products on time and in full within the required conditions Dispatch rate of higher than 95%
  • Drive CCFOT (Customer Case Fill on Time)
  • Working Capital (Stock) reduction and CEPs (Cost Effectiveness Programs)
  • Build and Sustain collaborative/ productive relationship with Unilever Customers
  • 3PLs to drive service levels, costs, efficiencies, process simplification and loss reduction from CCFOT analysis
  • Determine and optimize the warehouse and transport capacity with 3PL’s
  • Ensure all operations in Warehouse and Distribution are within the agreed SHEQ and food safety guidelines
  • Lead the TPM activities in the warehouse
  • Conduct periodic stock count and reconcile physical, 3PL and UL system stocks to ensure stock accuracy
  • Monitor and organize FIFO applications in the warehouse operations
  • Organize collection of pallets from customers and ensure pallet supply is as per production plan
  • Assign reason codes for stock returns and rejections at the time of receiving goods returns
  • Coordinate shipment of finished goods from the factories to the warehouse
  • Ensure that site contingency plan is live and maintained
  • Manage all government / local relations in regard to the site operations
  • Manage the effective processing of supplier invoices and payments to 3PLs
  • Customer claims
  • Ensure appropriate stock provisions are made in books for SLOB’s.
  • Ensure timely initiation of disposals to minimize losses
  • Responsible for ensuring transportation and warehousing cost budgets are within the set limits
  • Implement HR procedures and policies
  • Logistics KPI reporting

Key Requirements:

  • Completed University Degree, Supply Chain/ Business Administration/ Logistics and APICS will be an advantage
  • Experience in FMCG Supply Chain (Planning, Customer Service, Logistics)
  • Experience on SAP ERP, APO
  • 3-5 Years in Supply Chain operations
  • Experience in managing 3PLs
  • Planning experience
  • Exposure to Order to Cash, Procure to pay cycle

Drives and facilitate the implementation of the SHE systems in line with:

  • System standards (ISO/FWS)
  • Corporate standards and guidelines
  • Legislative requirements and Business process requirements.
  • Introduces, sells and champions SHE best practices, and customises to suit business needs
  • Coordinates, monitors and audits all SHE activities related to the business and ensures all business SHE activities meet Unilever and legislative requirements. Identify opportunities for continuous improvement
  • Budgeting and Planning
  • Commercial Acumen
  • People Management
  • Market and Customer orientation
  • Market and Customer orientation
  • Business orientation
  • Think opportunity, simplification and harmonization
  • Think integrated Supply Chain process
  • Proven people development skills including managing Officers
  • Analytical thinking
  • Creativity People management

How to Apply

Submit your CV and application on company website: