MYSG Customer Solutions Manager - Distribution Trade

MYSG Customer Solutions Manager - Distribution Trade

Job Title: Customer Solutions Manager, MYSG

Location: Malaysia

About the Role:

Unilever has identified Winning with Customers as a key corporate strategic thrust. Customer Service is usually the first requirement of our customers. Unilever has pockets of excellence in this area, but we are generally perceived by customers to be behind key competitors. Our vision is simple – “Live Superior Service, Deliver Sustainable, Profitable Growth”. Customer Service Solution develops, integrates and executes Unilever’s strategy and plan, in support of the business and functional strategies and coordinates the business’s ability to meet customer needs through integrated processes, systems, and the use of technology.

Team Structure:

Reporting to: Customer Service Manager, MYSG

Direct reports: Nil

Indirect reports: Nil

Key Responsibilities:

1. Monitor:
   • Provide performance monitoring of KPIs and identify trends and issues in the service level.
   • Timely communication of business updates, policy changes and relevant information to stakeholders.
   • Act as prime communication contact for his/her customer portfolio.
   • Regular engagement with the customer to ensure demand and supply are balanced to best fulfil the customer’s requirement.
   • Build and maintain good relationships with customers by driving effective engagement.
   • Work cross-functionally with stakeholders and support team to ensure best-in-class Customer Service.
2. Analyze:
   • Continuously review internal standards and processes to propose possible changes for improvement.
   • Produce and review service level performance and identify service level improvement opportunities.
3. Governance:
   • Conduct weekly, monthly, and quarterly performance reviews.
   • Conduct process update/improvement projects and workshops.

Key Stakeholders:

Internal: Customer Directors, Planning Managers, Logistics Manager; other Customer Service Managers, Customer Service Development Manager, Customer Business Managers and Customer Account Managers

External: Customers

Travel:

No travel is required.

What You’ll Need to Succeed:

• Bachelor’s Degree in Business, Supply Chain or equivalent.
• Minimum 5 to 7 years of working experience in a customer-facing supply chain environment, with other Supply Chain experience in Planning or Category Logistics.
• Other business experience in Customer Development is a bonus.
• You are equipped with the knowledge and skills in PowerBI.

The Hidden Gem in You:

• Track record of building and leveraging relationships.
• Market and Customer orientation.
• Think opportunity, simplification, and harmonization.
• Think integrated Supply Chain process.
• Analytical thinking skills.

How to Apply:

Please apply online and add your updated resume. Your application will be reviewed against our requirements and we will be in touch to provide you with an update on the status of your application if shortlisted.

About Unilever:

Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas, and disrupt processes: use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best.

Every individual here can bring their purpose to life through their work. Join us and you will be surrounded by inspiring leaders and supportive peers. Among them, you will channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we will work to help you become a better you.

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.