Position: Mid-Senior level

Job type: Full-time

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Job content

Job Role

The Customer Service Supervisor manages the day-to-day operations within the order to deliver cycle. Ensures customer orders are delivered as per the requirement and customer targets are met. CS supervisor ensures development of SC design solutions for customer needs.

Accountable for Order to Deliver process and Business Partnering
  • Responsible for order management process and ensures all customer orders are processed within the agreed time frame. Strategizing and monitoring the daily activities of customer service operations. Implement a standardize delivery monitoring system across all depots. Manages customer alert system and ensures that feedbacks from customers (both internal and external) are being acted upon within Service Leadtime Agreement (SLA) Monitors and prepare monthly Customer Service Key Performance Indicators (KPIs)
  • Customer Case Fill On Time (CCFOT)
  • Dispatch Rate (DR)
  • Service level loss tree
  • Trade Returns & Rejections
  • Customer penalties
  • Co-lead in driving joint SC agenda with customer development team Establish service level alignment with critical customers and provide regular CSL update via memo / meetings. Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Driving Improvements and Efficiencies
  • Create effective customer service procedures, policies, and standards
  • Leads or supports the development and implementation of process improvements through automation / digitization Training staff in areas of customer service and company policies.
Required Skills / Abilities
  • Excellent management and supervisory skills.
  • Excellent verbal and written communication skills.
  • Extensive knowledge of customer service procedures and principles.
  • Organized with attention to detail.
  • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
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.
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