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!At Unilever, you can shape your own path as you work with the brands and people that drive our sustainable business growth.Job Title: Customer Facing Specialist, NorthDepartment: CSEProfession (Marketing, Finance, etc.): Supply ChainWork Level: WL1Location (City, Country): Oregun Head OfficeJob Number: 17000H4PMain 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 processReview and provide information about the situation of their orders, delivery and invoice dataMonitor customer compliance to agreed logistic trade termsReview and provide logistic or descriptive information of productsInform the customer of the out of stock that affects the ordersReview and provide information about  escalated cash collection, claims and/or credit situationMaintain a record of the most common issues and problems and their solution statusAccountable for alerts generated by its own customers and ensure they are solved within agreed times2. Master DataCoordinate master data requests from customer and CDCheck with the customer product & price lists for master data updatesMaintain master file alignment with customer systems (product, promo, pricing)Maintenance of customer contacts in CRM3. Order  ManagementReview blocked orders for delivery for certain scenarios with the customer and request for the Order Management Specialist to unblock them where appropriateSend pro-forma to prepayment customers by exception (normal process automated)4. Returns & RefusalsReceive returns requests and refusal information from customerAnalyse requested return orders according to returns policies and inform the Logistics Claims Specialist Logistics to be processed5. Delivery /  Billing issues / delay managementPrint and send delivery note / invoice copy if requested by the customerLiaise 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 issues6. Claims managementReceive 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 catalogue7. Cash collection & Credit ManagementFollow up escalated overdue  invoices with the customer8. Additional Activities:CCFOT & DR reporting to the regionCountry lead on OSA projects9. Relationships with Other Roles / DepartmentsOn commercial aspects, relationship with the CDOn distribution aspects, relationship with Logistics, Supply PlanningReceive transactional support from the Solution Specialists e.g. transactional MDSupport 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 issue10. ToolsECCCRM and Events ManagementReporting Tools

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