Customer Service Manager Job at Unilever (Mireka Tower, Havelock)

Customer Service Manager

Unilever

Location:
Sri Lanka , Mireka Tower, Havelock

Category:
-

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

This role exists to bring our purpose-led innovation to life with work that you do creating a better business and a better world. The Customer Service Manager is responsible for leading end‑to‑end Customer Service operations—Order‑to‑Cash (O2C), project execution under different pillars such as process optimization & customer delight, delivery Execution, Customer Issue Resolution, and Service Level Performance. The role ensures exceptional customer experience while driving operational excellence, cross‑functional collaboration, and continuous improvement for Distributive Trade, Modern Trade and New Channels.

Job Responsibility:

Lead the full Order‑to‑Bill/O2C process, ensuring accuracy and timeliness
Oversee Delivery Execution with Logistics/3PL/Warehouse teams to ensure OTIF (On‑Time In‑Full) performance
Ensure high Customer Service Levels, DROO/OSA /Secondary CCF, and customer satisfaction KPIs
Monitor, analyze, and report service performance metrics weekly and monthly
Manage deduction processing, credit exposure, and financial compliance where applicable
Serve as the primary escalation point for complex customer issues
Build collaborative partnerships with Key Accounts, Customer Development counter parties, Finance and Logistic team
Conduct periodic business reviews with customers to align on service performance and improvement areas
Drive customer‑centric practices and ensure service standards by customer segments
Lead, mentor, and develop Customer Service team to drive towards business objectives
Set clear objectives, provide coaching, conduct performance reviews, and build a high‑performing team
Establish a positive, collaborative culture focused on ownership, accuracy, and continuous improvement
Develop, document, and implement customer service procedures, SOPs, and best practices
Utilize data analytics to identify inefficiencies and drive service improvement projects
Lead digital transformation initiatives aligned with customer service automation and process simplification

Requirements:

Candidate must have a bachelor’s degree in engineering/ business management or equivalent professional qualification
Candidate must have a minimum of 5 years of experience in Customer Service
Prior experience in the FMCG is preferred
Candidate must have a strong understanding of FMCG Supply Chain, Customer Service Operations, and Order‑to‑Cash flows
Prior experience with SAP, Power Apps/Power BI/Power Automate will be an added advantage
Candidate must possess strong analytical skills with the ability to interpret service metrics and drive improvements
Candidate must possess strong people‑management skills and excellent communication
Candidate must possess a customer‑centric mindset with the ability solve problems effectively
Candidate must possess the ability to lead cross‑functional teams and influence with low supervision

Nice to have:

Prior experience in the FMCG is preferred
Prior experience with SAP, Power Apps/Power BI/Power Automate will be an added advantage

Additional Information:

Job Posted:
April 05, 2026

Employment Type:

Fulltime

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