customer service and planning Assistant Manager - philippinesUnilever

JOB TITLE: Customer Service and Planning Assistant Manager - Philippines
JOB LOCATION: Philippines
RELOCATION TERMS: Local terms
UNILEVER INTERNATIONAL IS...
Unilever International (UI) is an alternative but complementary route to market, servicing white space opportunities not exploited by local operating countries. This is amongst Unilever's fastest-growing global business units with 8 hubs (Singapore, US, UK, Korea, India, Dubai, France, and the Philippines) with a diverse range of products, with expertise in utilizing 3rd party distributors and consolidators to reach consumers in over 75 countries.
We treat the business as our own. We introduce Unilever's brands into geographies like Korea, Pacific Islands, Mongolia, and spearhead launches of iconic household brands like Dove, Lifebuoy, Sunlight, Fair & Lovely, and TRESemme into big markets like the U.S, China, Western Europe, and SEAA.
As Unilever's growth engine, we establish global businesses in critical channels such as Health & Beauty, Discounters, E-Commerce, and alternate channels such as travel retail, marketing to institutional partners like the United Nations, and seeding Unilever brands to overseas diaspora who crave a taste of their familiar home brands.
KEY RESPONSIBILITIES:
Point of contact for customers for all Supply Chain Go-to-Market requirements and PH SU Planners and Exports teams on anything related to Supply Planning including Transition/Relaunch management. Be the lead person to run the Order to Deliver process (for a set of customers) and in the process ensure that customer's requirements are met in the most cost-effective way and at the required speed.
Responsible for flawless execution of Customer Service to achieve business goals of Top & Bottom-line growth specific to the Philippines Business Unit both Imports and Local Managed accounts
The incumbent will be responsible to also lead 1 direct report to support in operational execution
Delivery of Customer Service KPIs such as high fill rates, on-time deliveries of orders; reduction of losses due to Order To Cash (OTC) cycle.
Lead digitization and capabilities relating to improving Customer Service operations including implementation of key projects to customer accounts.
To oversee VAS Operations in PH including establishing the right servicing strategy and developing KPIs with 3P
Lead the overall supply planning function for Unilever International sourcing out of Philippines OpCo including monitoring Order Fulfilment for all UAPL Exports, PH Local Managed Business and NA Managed Business.
Operational Supply Planning - including overall coordination with UTT end-to-end SC Team, BDM, SU & 3 PM, and Customer, Capacity Interlocking to support business growth (both medium term and long term), Sourcing Network Optimization, Inventory Planning, and Performance Management
Customer Service Strategy: Support in the implementation of the Customer Service Strategy for PH BU
Customer Engagement: Business partner with Business Development Managers and Customers to unlock supply issues and servicing-related concerns - dispatch plan, invoicing, claims, documentation, pre-payment process, etc.
Monitor and track Fill Rates and devise improvement plans for key customers through Loss Tree analysis.
Work with the Capabilities team on several system/tools improvement projects.
New lanes Set-up for UAPL-sourced product ranges.
Lead and manage the required set-ups to operationalize new lanes for transacting businesses for Unilever-sourced products. Coordinate, track and report progress to stakeholders. Drive efficiencies to operationalize lanes fast including Customer Shipment Instructions (CSI)
Order prioritization, backlog orders review, carry forward and exceptions management: Provide inputs to the planning team for customer and order prioritization in case of constrained supplies. Handle exceptional orders and less-than-lead time orders as per the strategic needs of the business.
Review Orders vs Supply Plan & communicate: Monitor Orders and communicate proactively with the customer on any potential issues in dispatching the perfect order. A less-than-perfect order has variance in qty or arrival time of any SKU from the customer's placed order. Connect with planning teams to resolve issues.
Claims: All Supply Chain related claims, returns, and refusals from the customer are to be handled appropriately. Lead the investigation and closure of cases. Review Invoices for approval
Order accuracy & hygiene: Work with the customers to ensure that accurate orders are released to the planning team as per agreed timelines
Provide timely feedback and updates to customer queries and circulate timely reports, and conduct review meetings, and calls on case to case, and regular basis for smooth operations.
Periodically liaise with sourcing units and the PH SC team to review supply plans against confirmed customer orders.
Consolidate supply plans from the PH sourcing unit and share them with the customer service team.
Identify short-term capacity issues and highlight the same to the business. Prepare contingency plans by offering products from alternate Sus.
Loss Tree Analysis for all the non-supplied orders (e.g., forecast-led loss, capacity-led loss, material issues, etc.).
KPI Review with PH SU at the end of each planning cycle (Service level, Supply plan compliance, Loss reasons, etc.)
Feed supply plans and potential capacity issues to the demand planner to help in identifying the risks to the financial forecast as part of the S&OP cycle.
Monitor and lead the offshore supply planning operations.
Ensure timely monthly submission of forecast to both PH APO and SC finance team for cash up (including PH Local Managed and NA Managed Forecasts)
Drive RCDSR agenda as lead for UI
KEY REQUIREMENTS:
Minimum 5 years of experience in supply chain management; at least 2 years in Customer Service Operations and 4-7yrs in Planning
Proactive communication and ability to manage customer interactions
Has a customer-centric mindset with highly influential skills to drive change and process improvement
Ability to organize, structure, and manage business partners in a fast-growing business
SAP and Web-based interface Skills are required
Multi-tasking and Time Management skills are highly appreciated
Knowledge of cross-border operations, white space, and countries where UI operates sourcing from PH is preferred
Knowledge of incoterms and free trade agreements is preferred
Knowledge of International logistics and export/ import documentation is preferred.
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.
Unilever

Taguig City, Metro Manila
Permanent
Full-time