Customer Facing Specialist, North at Unilever Nigeria Plc

Unilever Nigeria Plc- Welcome to Unilever, a global multinational and fast-moving consumer goods (FMCG) company with products sold in over 190 countries and more than 2 billion consumers across the world who use our amazing products everyday!

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Job Title: Customer Facing Specialist, North
Department: CSE
Profession (Marketing, Finance, etc.): Supply Chain
Work Level: WL1
Location (City, Country): Oregun Head Office
Job Number: 17000H4P

Main Job Purpose:
(A concise statement setting out the main purpose and objectives of the job.)
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:
1. 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

2. 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

3. 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)

4. 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

5. 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

6. 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

7. Cash collection & Credit Management

• Follow up escalated overdue  invoices with the customer

8. Additional Activities:

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

9. 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

10. Tools

• ECC
• CRM and Events Management
• Reporting Tools