Customer Service Manager - Walmart

About this role

Join us as Customer Service Manager - Walmart Location: Rogers, AR Terms & Conditions: Full time, International assignment is not available for this role and relocation for local and international candidates is not provided

ABOUT UNILEVER:   With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. We work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.   

JOB PURPOSE: The Customer Supply Chain Manager is a high-visibility, customer-facing role primarily focused on managing the supply chain relationship with Walmart in a way that optimizes customer satisfaction and expectations, provides Unilever with a strategic advantage, and builds customer growth. Based on the Walmart customer team in Rogers, Arkansas, this position requires strong leadership and expertise across the team in support of Unilever's largest customer. You will own the CPFR strategy for the Consumables business, spanning Personal Care, Beauty & Wellbeing, and Home Care, and lead a team of CPFR analysts and specialists who drive optimal forecast and replenishment levels to maximize on-shelf availability across stores, clubs, and eCommerce fulfillment.  

This role drives end-to-end supply chain activities, helping the team meet customer in-stock and out-of-stock goals, store and distribution center inventory targets, overall sales goals, and case fill and OTIF performance. The role requires the willingness to learn Walmart's forecasting and replenishment systems and to work fluently in the customer's data environment, including Retail Link, Luminate, and Walmart's replenishment and inventory management tools, alongside Unilever tools such as Excel-based models, Power BI, Simplify, and SAP. Walmart's supplier scorecards, including OTIF and the Supplier Quality Excellence Program (SQEP), are a shared measure of success and should shape how the team prioritizes its work.  

These activities require tight internal and external business linkages, and strong communication skills are critical for success. The role sits at numerous interfaces, including Walmart replenishment managers, inventory analysts, and merchants, as well as Unilever Customer Development, Demand Planning, Logistics, and Category teams, and calls for strong leadership, good judgement, relationship building, and an appetite for driving continuous improvement across the Walmart and Unilever supply chain.  

KEY RESPONSIBILITIES: A major focus is to champion adherence to supply chain best practices. You will collaboratively manage multiple links within the overall customer supply chain function to achieve excellence in Customer Supply Chain. Success in the role is measured by availability at the shelf, service against the customer's scorecard, the quality of the baseline forecast, healthy customer inventory, and the capability of the team you build.  

• Own the availability agenda for Consumables, holding the team accountable for in-stock and on-shelf performance across stores, clubs, and eCommerce fulfillment, and for case fill and OTIF against Walmart's scorecard, with root-cause action on every miss  

• Drive forecast accuracy so the customer baseline forecast is trusted for internal planning, and manage customer inventory to agreed targets, balancing weeks of supply against availability  

• Manage the implementation of Unilever's supply chain initiatives with Walmart, including new technology and capabilities, evolving terms-of-sale programs, and pilot relationships  

• Champion Walmart's key supply chain initiatives back to the business, including OTIF, SQEP, and inventory productivity expectations, to improve mutual efficiencies and costs and to provide new ideas or approaches for a consumer-driven supply chain  

• Challenge holistic customer investment by leveraging supply chain cost to serve to increase customer profitability across the Consumables portfolio  

• Develop and maintain a strong link with the Customer Development Director and Vice President for Walmart, and partner with Customer Development teams to drive growth for the customer and for Unilever  

• Partner with the customer on modular resets, seasonal and event volume, new item launches, and promotional execution so that supply plans reflect Consumables demand  

• Promptly respond to customer escalations and service issues to optimize customer satisfaction, and create vision and strategy with the customer in white space that delivers against company targets and goals  

• Build and retain team capability by developing analysts and cross-training them across Consumables categories so coverage never depends on one person  

REQUIRED QUALIFICATIONS: • Two to three years of relevant analyst, forecasting, or planning experience  

• One to two years of relevant experience leading people  

• Excellent data management and analytical skills  

• Experience with Power BI and SAP; familiarity with Walmart systems such as Retail Link and Luminate is a strong plus  

• Experience in consumables or CPG replenishment, and comfort working in a customer-facing environment, is preferred  

• Certification through the Supply Chain Academy or APICS is a plus  

• Based in Rogers, Arkansas, with regular on-site presence at the customer  

Pay: The pay range for this position is $103,000 to $154,400. Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. 

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