Algeria Customer Service Assistant Manager

About Unilever
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don't believe in the 'one size fits all' approach and instead we will equip you with the tools you need to shape your own future.

Job Purpose
You will be responsible for managing the end-to-end customer service operations, ensuring exceptional service levels, and fostering strong relationships with our customers. You will collaborate closely with cross-functional teams to meet customer demands and resolve any service-related issues. Your role will involve optimizing order management processes, monitoring order fulfilment, and ensuring on-time delivery. Additionally, you will analyse customer service metrics, identify areas for improvement, and implement strategies to enhance customer satisfaction

What Will Your Main Responsibilities Be

• Monitor and analyze customer service metrics and implement action plan to improve scores

• Monitor customers feedback and concerns to ensure right course corrections are made to enhance satisfaction

• Collaborate with all business functions and all Supply Chain team to ensure a high standard of customer service with sustainable results and optimized cost

• Optimize processes and lead excellence in execution of the order-to-cash

• Lead any improvement project or transformation project internally or with customers (joint planning, VMI, support RTM changes, …)

• Oversee S&OE (Sales & Operation Execution) and act as the SC lead and point of contact with the commercial organization

• Drive Digitalization agenda and Real time data and analytics for customer service department

• Lead the co-packing process and coordinate operations with internal business functions and 3P

• Responsible for team development and capabilities building of all CX team members.

Experiences & Qualifications
WHAT YOU WILL NEED TO SUCCEED

• Bachelor's degree in a relevant major - Engineering preferred

• Minimum 5 years of experience in supply chain management.

Skills

• Excellent knowledge in MS Office

• Strong stakeholder management

• Strong Decision making & Managing conflicts

• Digital skills like visual tools and power BI is a great plus

• Strong Pro-active communication and ability to manage customer interactions

• Excellent customer centric mindset with high influential skills to drive change and process improvement

• Ability to organize, structure and manage business partners in fast growing business

• Strong Multi-tasking and Time Management skills

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.

• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.


• Critical SOL (Standards of Leadership) Behaviors
o PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner's mindset, using data and insight to make decisions.
o PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
o CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
o PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
o AGILITY: Explores the world around them, continually learning and developing their skills.

Unilever embraces diversity and encourages applicants from all walks of life This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.

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.