Sr. Customer Service Executive

About Unilever:

Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that strive to improve the lives of our consumers and the communities around us every day. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best.

At HUL, we believe that every individual irrespective of their race, colour, religion, gender, sexual orientation, gender identity or expression, age, nationality, caste, disability or marital status can bring their purpose to life. So apply to us, to unleash your curiosity, challenge ideas and disrupt processes; use your energy to make the world a better place. As you work to make a real impact on the business and the world, we’ll work to help you become a better you!

Position: Senior Customer Service Executive - DC

Location: Nagpur

Job Responsibilities:

• Drive safety behavior at depot, ensure required safety audits are carried out and adequate actions are taken for making the place non-hazardous.

• Monitor and ensure legal compliance at the depot location

• Ensure GWT is followed, review GWT pillars and ensure that the TPM is a culture in warehouse and is inbuilt into the system & conduct TPM audits.

• Drive customer service and ensure depot CCF, Delivery On Time & Invoice accuracy

• Ensure customer complaint resolution happens within 24 hours

• Weekly customer engagement and actions based on the same towards customer delight

• Operations Review Meetings with field force/depot and timely resolution of issues and grievances.

• Complete analysis of infra requirements including docks, space, manpower, labour and vehicles, its maintenance and upgradation.

• Reviewing the manpower structure of depots and providing training to the depot staff.

• Drive Space & Labour productivity at depot

• Ensure PDP redesign based on depot volumes and new stockiest appointments/consolidations.

• Monitoring transit time for deliveries to stockiest and reviewing alternate methodologies of distribution. Ensuring 100% on time deliveries to the customers.

• Review DC controls regularly, check functioning of commercial controls and train/guide depots on compliance with commercial controls.

• Drive Customer service innovations along with depot.

Education: MBA Preferred

Other Skills –
•  Strong in excel & analytical skills
•  Strong communication skills & ability to manage senior stakeholders
•  Strong organizational, decision making, and presentation skills
•  Working knowledge of Knowledge of SAP/HANA
• Experienced with other software packages including Powerbi and Microsoft