工作职责:
Background on Wellbeing Collective
Wellbeing Collective (WBC) is a strategic Unilever global business unit established to capture the growth opportunity in the €140bn global consumer health segment defined by Vitamins, Minerals, and Supplements (VMS) product category. Our ambition is to build a €5bn business globally; and be a global top 3 player within this space.
As of today, our brands include Equilibra in Italy; OLLY, SmartyPants, Liquid IV, Onnit, Welly and Nutrafol in the US with ~€2.0 bn in turnover. We have established a presence in China since 2020, now with €88million in turnover through the launches of OLLY, Liquid IV and Nutrafol. Our ambition is to be €250million in the next 3 years.
Job Description Overview
The Customer Service Specialist will join an exciting and entrepreneurial team, that is a standalone business unit of Wellbeing Collective China, reporting to the Wellbeing Collective Supply Chain Manager. This is a fast-growing business unit with an agile, collaborative team with a strong bias for action mindset. Primary responsibility is to lead the operations in DEC warehouse(s), customer service to our distributors as well some operational tasks on customer orders.
The role will have opportunity to work collaboratively with downstream commercial counterparts (CSP, CD, Quality) as well as external stakeholders (warehouse partners, customs partners, forwarders, distributors).
Key Accountabilities & Job Responsibilities
Order Creation Process (CBEC & DEC)
- Customer/Distributor Order creation process for both CBEC and DEC by partnering with CSP/Trade Marketing on validity of orders.
- Daily finance reconciliation to ensure the consistency of accounting information between OMS report and ALIPAY report
- Quarterly compensation management in Tmall channel to fulfil the finance reconciliation
Main point of contact between Unilever and Domestic eCommerce Warehouse (DEC)
Warehouse Inventory Management
- Oversee the full cycle of warehouse inventory management:
- Inbound Process: Verify consistency between received goods and purchase orders (quantity, specification, quality), document exceptions (e.g., damage, shortage) and coordinate resolution, while updating inbound data in the inventory management system.
- In-stock Management: Develop rules for goods storage zoning and label maintenance, conduct regular stock inspections (moisture prevention, damage prevention, overstock prevention) to ensure standardized inventory management.
- Outbound Process: Review product information against system dispatch instructions to ensure consistency between physical goods and orders, avoiding wrong deliveries or missing items.
- Organize regular inventory checks (Half-year/yearly), calculate inventory discrepancies (overstock/shortage), analyze root causes (e.g., system entry errors, physical damage), develop corrective actions, and ensure compliance with the target for consistency between book inventory and physical inventory.
Warehouse KPI Management (DEC Warehouse)
- Identify core warehouse KPIs (e.g., order fulfillment accuracy rate, book-physical inventory consistency rate, overstock rate, inbound inspection efficiency), and establish KPI data monitoring and statistics mechanisms.
- Consolidate KPI data weekly/monthly, analyze abnormal indicators (e.g., declining fulfillment accuracy, low inventory turnover), develop optimization plans based on business realities (e.g., adjusting stock placement, optimizing outbound processes), and drive continuous KPI improvement to enhance warehouse operational efficiency.
Main point of contact within Unilever and DEC Customers (Distributors)
Customer Service (DEC)
- Act as the liaison between distributors and the warehouse in DEC channel, promptly respond to customer inquiries regarding order progress (e.g., dispatch status, logistics tracking), inventory checks and ad-hoc supports (i.e. new product innovation information).
- Coordinate resolution of customer issues during order fulfillment (e.g., delivery delays, mismatched goods), provide timely updates on issue handling progress, and maintain customer satisfaction.
- Be responsible for the information flow in SAP. Make sure every step operates correctly in the whole order life cycle.
Job Requirements
- Bachelor degree or above, at least 2-3 years of working experience
- Experience in FMCG company and E-commerce based business is mandatory.
- Familiar with WMS system and SAP access is preferred.
- Commercially savvy and oriented with strong business mindset and attention for detail is a key attribute
- Good communication and written skills in Chinese is a must.
- English proficiency is preferred
- Strong in excel.
- Digital mindset and experience will be a plus.
- Collaborative, constructive, positive and open mindset to investigate, experiment will be critical for this fast-growing business.
- Logical, structured thinking for problem solving will be required for day-to-day job
- Inquisitive, willingness to learn and ability to handle change in fast-pace environment
任职条件:
Same as above.