Wellbeing Collective China – Logistics & Customer Service Specialist
Work Level: 1B
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 logistics operations in both our CBEC/DEC warehouses and customer service to our distributors.
The role will have opportunity to work collaboratively with downstream commercial counterparts (CSP, CD, Quality) as well as external stakeolders (warehouse partners, customs partners, forwarders, distributors).
Key Accountabilities & Job Responsibilities:
Main point of contact between Unilever and Cainiao Warehouse (CBEC)
Customs Declaration
Responsible for all CBEC customs product registration, once per new SKU or update any other new formulation/Artwork in the Cainiao system.
Responsible for all CBEC product customs declaration information submission on Cainiao System, including preparation and documentation submission per order.
Average order size: > 20-50 POs per month
End to End Local transportation and Customs Clearance:
Track the entire process of customs clearance of CBEC products in China Customs (Ningbo Custom/Guangzhou Custom (TBC)) to ensure products are not stuck at customs or returned to origin
Local pick-up arrangement with Cainiao to bring the products into warehouse via submission in Cainiao system from China Airport/port
Understand the Unilever Quality Standard (CRQS), oversee the Warehouse operation of Cainiao warehouse:Ensure the Cainiao Warehouse follow the Unilever Standard in daily operations, include but not limit to handle, release and on-hold the stocks.
Collect inspection report per order from Cainiao and get approval from Quality on product release on shelves.
Responsible to ensure warehouse inbound the right quantity (GR) against delivery order and within the stipulated SLA agreement with warehouse.
Conduct ad-hoc onsite quality inspection for the incoming shipments, Share Cainiao Quality inspection report as per Unilever standards (CRQS), to identify the non-conformality products.
Flag any deviation at warehouse with reference to hygiene, pest control, temperature fluctuations on stocks.
Review temperature data logger from all shipments and maintain the information in Unilever shared folder
Responsible to co-ordinate re-inspection or other value added activities services (i.e. bundling, stickering/labeling and etc)
Order management and Outbound deliveries (average outbound per day ~ 5-10 orders)
Upon receipt of confirmed Customer orders from CSP, user is responsible for the creation, delivery and order tracking of B2B orders in Cainiao system
Responsible for ensuring orders are being picked up within the agreed delivery window with our Customers
Responsible for documentation submission to Cainiao system / Customs for CBEC outbound clearance per order
Responsible to ensure outbound inspection are performed as needed for critical customers requirements (due to different level of acceptance of product quality)
Inventory management
Responsible for daily inventory management, inventory transfer between warehouses, updating inventory reports, updating inventory destruction progress.
Responsible for circulating inventory report within internal Unilever team to provide visibility on stocks and allow actions on Slow Moving Goods.
Regularly check the inventory of CDC on Cainiao system and SAP system and rectify any mismatches between the systems.
Regularly check the inventory of all FGS stores on Cainiao system, OMS and SAP system, and work with TP, OMS supplier, IT partners to rectify the mismatches among the systems.
Monthly FGS inventory reconciliation between WMS/SAP
Main point of contact between Unilever and Customers (Distributors)
Responsible to coordinate and arrangement of order pick-up timings between truck driver, distributor and Cainiao warehouse Responsible as a daily contact window (including odd hours) regarding order fulfillment and product quality upon arrival at distributor warehouse Responsible for exceptional urgent orders preparation and arrangement for deliveries Responsible for managing/rectifying ad-hoc situations such as short ship, wrong SKUs delivery post customer receipt of product and feedback.
Main point of contact between Unilever and Local Warehouse (DEC products)
Same warehouse operational flow as CBEC (apart from customs declaration).
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 Cainiao 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 and English 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
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.
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