Customer Service Representative/ Supply Chain

Manpower are currently seeking an interim Customer Collaboration Specialist – Supply Chain, to work with our global FMCG client Unilever, renowned for brands such as Dove, Sure, Persil, and Simple, to become an integral part of their fast-paced FMCG environment.
This is a full-time temporary role for 12 Months, requiring 36.25 hours per week, Monday to Friday. Compensation for this role is competitive, paying up to £44,625 per annum, pro rata, depending upon experience.

The role currently offers a mix of remote and onsite working, subject to adjustment based on business requirements.

The Customer Collaboration Specialist is the supply chain face of Unilever to our customers. Role holders are primarily responsible for working with our customers on forecasting & events to improve Unilever's customer relationships through delivery of brilliant service levels, OSA & Forecast Accuracy. This role is geared towards focussing on the future, including planning of the mid-term promotion and events horizon (30 to 90 days) and range change planning (up to 12 months out), with some intervention in the immediate term where needed. Role holders are expected to use their knowledge of customer and Unilever supply chains to influence decision making on initiatives that add value to Unilever and the customers.

Provide customer-specific insights & recommendations based on analysis & collaborative discussions (such as 30-60-90 forums) to positively influence the forecast accuracy & bias of promotional volumes within Unilever and with customers.
Owns the volume phasing of promotions, using data and insights to improve forecast accuracy and bias.
Owns inputs to short-term amendments to the forecast and is expected to align with relevant stakeholders on ability to fulfil.
Support in review of customer-specific baseline forecast, providing insights & recommendations to CAM, Demand Planning & customers.

Provide information & input to customer execution teams to inform short-term decision-making process.
Management & planning of exceptional events (such as shippers, gifting, WIGIGs, range reviews, etc) to facilitate effective execution by O2D teams.

Systems that a role holder would be expected to use or interpret includes but is not limited to – SAP, RTVA, PowerBI, MS Office, TPM, TPA, customer portals.

Projects, Innovation & Capabilities
Leads small scale customer projects that help Unilever stand out vs other suppliers (knows as "podium plays" – i.e. they put Unilever on the podium. E.g helping a customer to test and launch a new system).
Work with the Customer Innovation Leaders on larger scale customer projects to land with the customer in a joined up way.
Collaborate with customer to ensure correct set up of NPD, including master data, phasing, and first-order management.
Supports relevant internal and external stakeholders on technology, process or business changes.
Provides guidance and support to CD and other stakeholders on the feasibility and execution of initiatives.

This includes analysis of order patterns, load fill, volumes, full pallets, order amendments, etc.
Analysis of service / OSA losses to determine key trends & chronic problems, working with stakeholders to improve availability.
Identify savings opportunities and work with internal and external stakeholders on planning and execution.
Analysis of AGS results to create & execute of plans for future improvements with customers alongside other stakeholders.
Act as the supply chain face of Unilever to our customers.
Understanding the needs of retail customers, be the voice of the customer internally and develop relationships with key customer contacts.
Lead communication to customer on service performance & incidents, proactive sharing of potential supply risks and associated mitigations.
Expected to visit customer offices and sites on a frequent basis (up to once per week) to develop face-to-face relationships and improved understanding of their issues and opportunities.
Line Management & Coaching
Training & coaching for new CCS starters may be an expectation of this role.
This role may be expected to coach / educate CAMs on forecasting & supply chain fundamentals.

Willing and able to travel to meet customers.
Proficiency in English & Maths.
Ability to manage time effectively, well organised, planning workload and being able to focus on future promotions and events rather than get distracted with the issues of today.
Comfortable holding others to account and in having challenging conversations.

Advanced skillset in Microsoft Excel.
Experience with SAP or other ERP software.
Experience working in logistics, planning or commercial roles.
An understanding of basic financial / commercial measures and how supply chain roles can influence them.
A solid grasp of supply chain fundamentals.

Customer – Commercial & Supply contacts
CD - Customer Account Managers & Customer Business Managers
Customer Experience - Customer Execution Specialists, OFCLs
Planning - Demand and Supply Planning Teams
Customer Planners & Customer Experience Analysts