Assistant Manager - Customer Service Excellence

Unilever is currently hiring for Assistant Manager - Customer Service Excellence!

Function: Supply Chain

Work Level:  WL1

Reports to: Customer Services Manager

Location: Karachi Head Office

Terms & Conditions: Full Time

Role: Assistant Customer Services Manager – Modern Trade & E-commerce

Job Purpose

We are looking for a detail-oriented and proactive Assistant Customer Services Manager. The role involves end-to-end order management, data governance, stakeholder coordination, and driving key initiatives to optimize service and support business growth.

What Will Be Your Main Responsibilities

• Manage the complete order-to-delivery process for Modern Trade and E-commerce customers.
• Ensure Service Levels to Customers as per target and track service losses and returns and coordinate resolution with relevant stakeholders.
• Ensure On Shelf Availability for all MT customers as per target.
• Monitor order status, resolve bottlenecks, and proactively communicate with stakeholders.
• Drive initiatives that position Unilever as the supplier of choice for Modern Trade and E-commerce partners.
• Own dashboard maintenance and governance to enable visibility of service KPIs and performance tracking.
• Collaborate with Logistics, CD, Planning, and CSM teams to ensure stock availability and best customer service.
• Support the implementation of digital tools and automation to enhance service delivery.
• Maintain, update, and cleanse customer master data to ensure accuracy in systems.
• Circulate and govern the Active SKU list and ensure alignment with customer visibility.
• Track promotions and pricing implementation to ensure compliance and resolve discrepancies.
• Support SOP correction and management to enhance process adherence.
• Conduct customer visits and issue resolution to strengthen partnerships and improve service experience.
  
  

Experience & Qualifications

WHAT YOU WILL NEED TO SUCCEED

• Bachelor’s degree in business, Supply Chain, or related field.
• 2–4 years of experience in a supply chain or customer service role, preferably in FMCG or retail.
  
  

Skills

• Strong coordination, communication, and stakeholder management skills.
• Proficiency in Excel, PowerPoint, and data analysis.
• Analytical mindset with the ability to problem-solve and manage multiple priorities.
  
  

Leadership

• 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
• 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.
• PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
• CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
• PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
• AGILITY: Explores the world around them, continually learning and developing their skills.
  
  

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.