Customer Collaboration Supervisor, Supply Chain, South Africa, Durban, ekaterra, Lipton Tea at Unilever

Your Role

This permanent role will report to the [Region] Customer Collaboration Manager.The [Market] Customer Collaboration Supervisor will lead Customer Services activities for [Market], leading a team of Customer Collaboration Specialists. The [Market] Customer Collaboration Manager will also support in building up a team through recruiting the Customer Collaboration Specialists.

Your Key Responsibilities

• Lead a team of Customer Collaboration Specialists in a high quality, efficient, effective customer service unit for [Market]
• Act as a key point of contact and proactively manage and maintain customer relationships for [Market]
• Collaborate with cross-functional stakeholders to ensure business and customer needs are being met
• Drive continuous improvement projects with customers to improve customer experience and reduce cost to serve
• Ensure that Customer Collaboration in [Market] meets all the operational and financial performance targets and obligations
• Optimise services in [Market] through working with customers to maximise stock on orders and minimise obsoletes
• Accountable for management of key supply chain issues between customers and ekaterra
• Accountable for end-to-end claim cycle, including following up overdue responses and root cause analysis
• Accountable for providing planning and sales team with insight from detailed understanding of customer systems and processes
• Accountable for communication of information to customer about relevant upcoming ekaterra activities
• Accountable for maintaining customer satisfaction levels
• Accountable for alerting planning team critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand
• Accountable for handling of major variances to customer ordering pattern, such as depot or store openings and network changes
• Lead project activities with the customer to improve ekaterra service or delivery efficiency
• Manage recruitment of Customer Collaboration Specialists for [Market]
• Support with training of new team of Customer Collaboration Specialists to ensure full readiness for go-live

Skills and Experience

• Bachelor’s degree in Sciences or business (preferably Supply Chain or Logistics)
• At least 5 years business experience preferably in Customer Service process
• Familiar with SAP functionalities (with preference for SAP S/4HANA)
• Good verbal and written communication skills
• Action orientated to deliver results under time pressure
• High analytical skills
• Proven track record on improvement performance
• Excellence in line management
• Service oriented attitude
• Able to adapt to changes quickly
• Languages required by [Market] [TBC]
• Fluent in English