customer experience (cx) omni-retail group Assistant ManagerHindustan Unilever

Job Description
Background / general purpose of the role
The Customer Experience (CX) Omni-Retail Group Assistant Manager Manager is responsible for the complete Order to Deliver (O2D) cycle for the accounts stores.
Accountable for the order to deliver process/ cost to serve
Responsible for monitoring the Order to Deliver and trade returns process thru coordination with relevant 3P partners
Customer Service and driving improvement
Partners with customers and drive diamond model set-ups to strengthen collaboration and improve operations
Initiates and drives required actions in case of low score on KPI's within external and internal partners in Unilever (CBD, IP, Logistics, 3P Service Providers)
Accountable for the process of resolving issues raised by customers on logistical or customer service- related topics
Ensures that decision about stock allocation and out of stocks is properly communicated to CBD Team and the customer, and escalated if needed
Supports the implementation of Transformation projects in O2D which will provide a leading -edge advantage and prepare for customer requirements in line with the company's Go To Market (GTM) strategy
Business Partnering and support to business in case of issues
Visible in customer store openings and trade visit with CBD Team
Accountable for driving the joint CX agenda with CBD: Direct business partner of the Key Account Managers (KAMs)
Responsible for alignment with Customer Operations Group and CBD regarding service KPIs and process improvement programs
Supporting Quality Assurance in case of recalls, with respect to customer related issues/requests
Supporting the business when business continuity plans are activated (e.g. IT system failure)
Building great teams
Strategic influencer linking to various internal Customer Operations Group Teams
Skills
Excellent communication skills
Knowledge in Supply Chain and Customer Service processes
Knowledge in ERP Systems (SAP)
Knowledge in MS Office and Power BI (an advantage)
Time management and priority setting skills
Requirements
1-2 years of relevant experience in Business partnering and Customer service
Experience in Supply Chain operations
Passion for change and high performance
Real team-player
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.