Unilever Looking for Customer Service Export at Cuajimalpa de Morelos, Ciudad de México, México Full Time

Site: Bosque

Background & Purpose of the Job

This role supports Unilever International Supply Chain Americas Exports, located in UL Mexico, one of our offices. It reports to the E2E UI SC Manager. This person is an important player for the cluster since they will create value for the growth of UI Exports for UAPL within the existing and future portfolio and then lead execution on operational customer service activities for UI SC Americas Export Team

The CS Export Asst Manager will lead operational order to delivery, customer relationship management, sourcing discussions and performance management. They will also support day to day operational supply connects teams in Latin America and North America UI Teams to deliver improving service levels and support more growth from this region in UI. In addition, this person will be in charge in providing the best value chain and route to market for servicing customers end to end with the lowest cost and optimizations possible. There is a lot if interaction expected with logistics and transportation teams, order management and cross cluster customer service teams with different time zones.

This person will closely interact with Supply/Demand Planning, Factories (as needed), Finance, Procurement, Customer Service, Sales and Logistics to deliver the role. This person will also lead the charge on customer service excellence, digitization and simplification projects for UI.

Who You Are & What You’ll Do

• You’re a UI/Opco guru: You see the bigger picture between supply issues against orders and how to get it best delivered to the customer. Ensure fair share capacities and opportunities are executed on a customer level to get maximum support.
• You’re a dot connector: You partner with different functions across the chain and make sure the end goal is reached by connecting everybody to the cause.
• You love to win, and have fun doing it: Most of our supplies are supply chain led. You are passionate to win, do the extra mile and challenge yourself to be better at what you do.
• You’re a changemaker: Some of the things that work today, will not work in the future. You are often the first to recognize the complexity on operations and will need to bring others along the journey into simplification and digitization.

Key Responsibilities

• Operational Order to Delivery
• Route to Market and Delivery Execution
• Cross Functional Partnership and Collaboration
• Inventory Planning and Transition Management
• Performance Management
• Support complexity reduction and Digitization/Excellence Projects
• Drive portions of the 5S agenda by leading all logistics / customer service projects: project delivery, coordination of ideation sessions, and strong stakeholder management.

Key Accountabilities

Operational Order to Delivery and Customer Engagement

• Periodically liaise with sourcing units to review supply plans against confirmed customer orders.
• Check orders to make sure we deliver them On Time and In Full.
• Identify short-term capacity issues from the supply planning discussions and highlight the same to the cross functional teams. Share alternate SU’s where possible.
• Connect with logistics teams on any delivery issues and with Documentations team for anything stuck or needs problem solving
• Ensure a healthy order book and healthy master data of RDDs in system to get the right orders out at the right time.
• Inform customers on critical issues and updates for key constraints and lead gate keeping meetings with top customers to make sure their problems are heard and solved.
• Highlight weekly or monthly orders having issues due to wrong forecast.

Route to Market and Delivery Execution

• Identify highly complex route to market to customers and provide alternate solutions
• Work closely with logistics teams on creating lanes for non-rate card negotiated lanes.
• Improve processes where relevant on CSI, documentation issues, etc.

Cross Functional Partnership and Collaboration

• Work with multiple cross functional teams to represent the customer in discussions and get their issues resolved through this teams.
• This covers all possible issues identified through the chain that will limit the last mile delivery – (Order issues, TP issues, Code missing, etc)

Inventory Planning and Transition Management

• Adhere to the MTF or MTO process and get customer orders aligned to execution
• Work with Supply Planning to point the order where the right stocks sit to ensure no Business Waste from stocks in the network
• Make sure all orders are with the right codes for transition management and help communicate any loose ends with customers.
• SLOB management: Highlight slow moving and non-moving stocks to the business to take appropriate actions for disposal.

Performance Management

• Define and measure performance metrics for measuring effectiveness of the supply planning function.
• Loss Tree Analysis for all the non-supplied orders (e.g. forecast led loss, capacity led loss, material issues, etc.)
• KPI Review with the planning teams on low service levels and get solutions to every loss.
• Be the charge of lower D&D and instill processes to prevent repeating issues to happen.
• Make sure SLAs and ISAs withing Intercompany and SU’s are updated and timely.

Support complexity reduction and Digitization/Excellence Projects

• Lead projects related to Complexity Reduction, Digitization and Excellence work for Customer Service and Exports
• Drive Savings related to CS (D&D, etc)

What You’ll Need to Succeed

Required

• Bachelor’s Degree in a related field with strong analytical skills
• 4 or more years combined experience in any of the following areas: Supply Chain planning, Customer Service, Logistics, or any similar field on Import Export is crucial.
• Clear demonstration of leadership, team commitment and influencing others without authority
• Cross functional business process, commercial, and financial acumen
• Strong Excel and data analytics capabilities
• Passionate on Digitization
• Communication abilities to all levels of the organization

Preferred

• Strong presentation and public speaking capabilities
• Customer Oriented Mindset with high sense of responsibility
• Ability to Multi task

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.