Unilever Zambia Ltd
Posted Job
about 3 years ago

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

This listings application deadline has expired so it is probably out of date

View all jobs →

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.

Accountabilities:

  • 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:

You may be interested in...
Katies Zambia
Katies Zambia
Alcoholic beverages
Whiskey  Jack Daniels  Tennessee 50ml image
K89
Buy on Shopbwana
Jack Daniel's Black Label 5cl Miniature (plastic bottle) is charcoal-mellowed twice, before and after the ageing process, resulting in a cleaner, more refined end product.
Katies Zambia
Katies Zambia
Alcoholic beverages
Cream Liqueur Amarula   50ml image
K59
Buy on Shopbwana
Cream Liqueur Amarula 50ml
Cocktail or Shooter
Amarula is a cream liqueur from South Africa. It is made with sugar, cream and the fruit of the African marula tree which is also locally called the Elephant tree or the Marriage Tree. It has an alcohol content of 17% by volume. The traditional way to serve Amarula Cream is neat over ice. However, you can also mix it with brandy and extra cream for a perfect after-dinner drink
Katies Zambia
Katies Zambia
Toiletries and personal care
Bath & Shower the Wild Tribe  Big 5  Gels 100ml image
K205
Buy on Shopbwana
The Wild Tribe Big 5 range is ideal for little ones in Africa who loves elephants, lions, cheetahs, rhino and buffalo when it gets to bathtime. The collection includes bath and shower gels
Katies Zambia
Katies Zambia
Toiletries and personal care
Bath & Shower the Wild Tribe  Big 5 Safari Treats image
K107
Buy on Shopbwana
Bath & Shower Gel 100ml, Body Lotion 100ml, Bubble Bath 100ml
Katies Zambia
Katies Zambia
Toiletries and personal care
Detangler Unicorn Love  Stay Magical Hair  image
K70
Buy on Shopbwana
Great for individuals whose hair tends to tangle a lot and is hard to comb, especially after shampooing. Contains vitamins which makes hair soft, smooth and silky to the touch. Also provides protection against negative effects of weather conditions, high temperature, hair styling practices as well as mechanical damages.
Rafco Lebanese Cuisine
Casual dining restaurant
Pubs and Bars
Lusaka
Under construction///
Astria Learning Zambia image
Astria Learning Zambia
eLearning and Distance learning
Education consultants
+2
Lusaka
Astria Learning is one of the leading Educational Technology Solutions Providers offering full scale implementation and hosting of enterprise level learning environments that make it easy for institutions to manage courses, track student progress and easily deliver engaging content to learners, anytime, anywhere. This enables their partners to remain focused on the pedagogical side of online learning. Astria Learning aims to work with higher learning institutions and building partners within the educational management sector while seeking further outreach to positively impact the Southern African region. Astria Learning continuously makes an effort to build strategic partnerships with organisations in making education affordable and attainable without boundaries through their various products and services.
Onsite Energy Zambia image
Onsite Energy Zambia
Vehicle security and tracking
Construction equipment hire
Petroleum oil marketing
Lusaka
Onsite Energy Zambia is a Zambian onsite diesel refueling company that was created in response to ease the hassle associated with fueling company transport fleets, power generators, boilers, storage tanks, construction or farm machinery in a variety of industries in the Zambian market. This company's concept is that while it takes care of your fuel needs, it allows you to concentrate on your core business and thus reduce on operational costs. Onsite Energy Zambia can also help your company manage your fuel consumption with its online fuel management service.
Premier Fast Moving Consumer Goods image
Premier Fast Moving Consumer Goods
Vitamins, supplements and nutrition
Nutrition
Lusaka
Premier Fast Moving Consumer Goods is an authorised distributor of Vitatech and Nutritech products. Vitatech offers vitamin, mineral and nutritional supplements for people of all ages - for general health and vitality. The Nutritech range includes a wide selection of gym supplements for sports men and women. If you are concerned that you may not be getting all the necessary vitamins and supplements from the food you consume, you can order from an extensive range of safe and effective supplements supplied by Premier Fast Moving Consumer Goods. Browse their online shop below.
Kalimba Reptile Park image
Kalimba Reptile Park
Agribusiness
Dairy, Meat and Poultry
Tourist attraction
Lusaka
Great for a group excursion or family day out, Kalimba Reptile Park is a popular attraction offering lots of 'scaly' sites and activities including fishing. Nestling in the lush basin of the Ngwerere stream, this is one of the best tourist destinations in Lusaka that offers a fun filled day out for locals as well as international visitors. The reptile park is an extension of Kalimba Farms which specialises primarily in crocodile farming, but also produces top quality free range Pekin ducks and fish. Due to COVID-19, the closing time on weekends has been changed to 17:00 until they have a better understanding of the “new normal”.