Customer Facing Specialist at Unilever

Job Number: 17000H4P
Location: Oregun, Lagos
Department: CSE
Work Level: WL1

Main Job Purpose

• Centralize the relationship with customers in the MCO for the Order to Cash process (orders, deliveries, returns, escalated claims and escalated overdues) and solve any issues to achieve the objectives fixed in terms of service and receivables
• Alongside CD, serving as a single point of contact for the company
• Manage the proactive customer care processes
• Manage proactive communications (e.g. stock issues, range reviews, NPD)

Key Accountabilities
Centralize the relationship with the customers in the order to cash process:

• Review and provide information about the situation of their orders, delivery and invoice data
• Monitor customer compliance to agreed logistic trade terms
• Review and provide logistic or descriptive information of products
• Inform the customer of the out of stock that affects the orders
• Review and provide information about  escalated cash collection, claims and/or credit situation
• Maintain a record of the most common issues and problems and their solution status
• Accountable for alerts generated by its own customers and ensure they are solved within agreed times

Master Data:

• Coordinate master data requests from customer and CD
• Check with the customer product & price lists for master data updates
• Maintain master file alignment with customer systems (product, promo, pricing)
• Maintenance of customer contacts in CRM

 Order  Management:

• Review blocked orders for delivery for certain scenarios with the customer and request for the Order Management Specialist to unblock them where appropriate
• Send pro-forma to prepayment customers by exception (normal process automated)

Returns & Refusals:

• Receive returns requests and refusal information from customer
• Analyse requested return orders according to returns policies and inform the Logistics Claims Specialist Logistics to be processed.

Delivery /  Billing issues / Delay Management:

• Print and send delivery note / invoice copy if requested by the customer
• Liaise with the Stock Management Specialist  (delivery not goods issue) or 3rd Party Logistics Provider (e.g. Ultra Logistics when delivery is goods issued) for urgent delivery issues

Claims Management:

• Receive customer claims  by exception and forward them to Claims Specialist (in-country)
• Claims resolution communication (Logistics and Pricing but not Trade Terms) to customer as per customer service catalogue

Cash collection & Credit Management:

• Follow up escalated overdue  invoices with the customer

Additional Activities:

• CCFOT & DR reporting to the region
• Country lead on OSA projects

Relationships with Other Roles / Departments:

• On commercial aspects, relationship with the CD
• On distribution aspects, relationship with Logistics, Supply Planning
• Receive transactional support from the Solution Specialists e.g. transactional MD
• Support the Commercial teams assigned to own customers, informing them of all matters that may be relevant.
• Any department, e.g. IT, which can support  in resolving a query or customer issue

Tools:

• ECC
• CRM and Events Management
• Reporting Tools

Requirements

• Tertiary qualification
• Minimum 1 year in a similar job