Asst Manager - UI Customer Service (Partnership)

📍 Job Overview

Job Title: Assistant Manager - UI Customer Service (Partnership)

Company: Unilever

Location: Mumbai HO, India

Job Type: Full time

Category: Revenue Operations / Customer Operations / Supply Chain Operations

Date Posted: August 12, 2026

Experience Level: 5-10 years (Mid-Senior Level)

Remote Status: On-site

🚀 Role Summary

• Drive end-to-end order-to-delivery execution for assigned customer portfolios within the Partnerships business unit.

• Act as the primary liaison between external customers and internal supply chain, planning, and logistics teams to ensure seamless operations and proactive issue resolution.

• Enhance demand visibility and supply coordination by translating customer requirements into actionable inputs for planning and inventory management.

• Monitor and manage key performance indicators (KPIs) such as service level, fill rate, On-Time In-Full (OTIF), and order ageing to ensure operational efficiency and customer satisfaction.

• Champion continuous improvement initiatives, process simplification, and adoption of digital tools to optimize operational workflows and enhance responsiveness.

📝 Enhancement Note: This role bridges customer-facing responsibilities with critical internal operations, focusing on the B2B Partnerships segment within Unilever International. It requires a strong understanding of supply chain dynamics, order management, and cross-functional collaboration to ensure high service levels for institutional clients. The "UI" likely refers to Unilever International, a specialized division focusing on underserved markets and channels.

📈 Primary Responsibilities

• Customer Service Operations: Manage the complete order lifecycle from processing and allocation to dispatch coordination, invoicing, and customer communication, ensuring adherence to service level agreements (SLAs).

• Demand & Forecast Management: Collaborate with customers and commercial teams to gather accurate forecast visibility and demand updates, identifying potential surges or risks to proactively alert stakeholders.

• Supply Chain Coordination: Liaise with planning, sourcing, warehouse, and logistics teams to ensure product availability against customer orders and forecast, proactively flagging any capacity or readiness gaps.

• Order Fulfilment & Documentation: Oversee seamless coordination from order receipt through dispatch and invoicing, ensuring all necessary documentation is accurate and complete for timely delivery.

• Issue Resolution & Claims Management: Serve as the first point of contact for customer queries and escalations, managing complaints, delivery failures, claims, and returns, driving root cause analysis for service improvements.

• Cross-Functional Collaboration: Partner effectively with Customer Development, Planning, Logistics, Finance, Procurement, and Sourcing Units to achieve service objectives and align on operational priorities.

• Performance Management: Track and analyze key customer service KPIs (e.g., OTIF, fill rate, order ageing, claims closure time) to identify areas for improvement and support the implementation of corrective action plans.

• Process Improvement & Digital Adoption: Support process simplification, master data hygiene, and drive the adoption of dashboards, MIS, and digital tools to enhance visibility, execution discipline, and overall operational efficiency.

📝 Enhancement Note: The responsibilities are heavily skewed towards operational execution and coordination within the supply chain, with a strong emphasis on customer satisfaction for business partners. The role requires a proactive approach to problem-solving and a keen eye for detail in managing complex order flows.

🎓 Skills & Qualifications

Education: Graduate degree in any discipline is required. A qualification in Engineering, Business, Operations, or Supply Chain Management is preferred.

Experience: 4-7 years of experience in Customer Service, Supply Chain Operations, Logistics, Demand Planning, Supply Planning, or related functions. Prior experience in FMCG, multi-customer operations, export customers, complex supply networks, or external service partners is a significant advantage.

Required Skills:

• Customer Service Excellence: Proven ability to manage end-to-end order-to-delivery processes with a strong customer-centric mindset.

• Order Management Proficiency: Hands-on experience in order processing, allocation, dispatch coordination, invoicing, and customer communication.

• Supply Chain Operations Understanding: Solid grasp of order fulfilment, inventory management, and logistics coordination within a dynamic environment.

• Analytical & Problem-Solving Skills: Strong ability to analyze service data, identify root causes of issues, and develop effective solutions.

• Cross-Functional Communication: Excellent interpersonal and communication skills to effectively collaborate with diverse internal and external stakeholders.

• Process Discipline & Follow-up: Ability to manage multiple priorities, follow up rigorously on pending tasks, and ensure timely issue closure with clear ownership.

• Business Acumen: Understanding of how operational efficiency impacts overall business performance and customer relationships.

Preferred Skills:

• System Proficiency: Working knowledge of SAP, advanced Excel (e.g., Pivot Tables, VLOOKUPs, Macros), and BI tools like Power BI for reporting and analysis.

• Continuous Improvement Mindset: Willingness to support process simplification, identify efficiency gains, and embrace digital transformation.

• FMCG/Export Experience: Prior exposure to fast-moving consumer goods (FMCG) or handling export orders and complex international supply chains.

• Partnership/B2B Customer Management: Experience in managing relationships and service delivery for business partners or institutional clients.

📝 Enhancement Note: The preferred skills highlight a need for technical aptitude with common ERP and BI tools, alongside a proactive approach to operational improvement. Experience within the FMCG sector is a strong plus given Unilever's industry. The emphasis on "Partnership" indicates a B2B focus, requiring strong relationship management skills in addition to operational execution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Order-to-Delivery Process Mapping: Demonstrate a clear understanding of the order lifecycle, including order entry, allocation, fulfillment, dispatch, invoicing, and returns, ideally with visual process flows.

• Issue Resolution Case Studies: Showcase examples of how you have identified, analyzed, and resolved complex customer service issues, detailing the steps taken and the positive outcomes achieved.

• Performance Metric Tracking: Present examples of how you have monitored and reported on key operational KPIs (e.g., OTIF, fill rate, order cycle time), including how you used this data to drive improvements.

• System Utilization Examples: Provide evidence of your ability to leverage systems like SAP, Excel, or Power BI for order management, data analysis, reporting, and process optimization.

Process Documentation:

• Workflow Optimization Examples: Showcase instances where you have simplified or improved existing operational workflows, detailing the impact on efficiency, cost, or customer satisfaction.

• Cross-Functional Coordination Protocols: Illustrate how you have established or improved communication and collaboration protocols between different departments (e.g., Sales, Planning, Logistics, Finance) to streamline operations.

• Performance Analysis & Reporting: Demonstrate your approach to analyzing operational data, generating insights, and creating clear, actionable reports for stakeholders to drive decision-making.

📝 Enhancement Note: For an Assistant Manager role, a portfolio should demonstrate not just execution capabilities but also an understanding of process optimization and the ability to contribute to continuous improvement. Case studies highlighting problem-solving and data-driven decision-making will be highly valued.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for an Assistant Manager role with 4-7 years of experience in Mumbai, India, within a large multinational corporation like Unilever, the estimated annual salary range is ₹8,00,000 to ₹14,00,000. This range accounts for the specified experience level, the operational complexity of the role, and the cost of living in Mumbai.

Benefits:

• Comprehensive health insurance coverage for employees and dependents.

• Retirement savings plans and provident fund contributions.

• Paid time off, including vacation days, sick leave, and public holidays.

• Opportunities for professional development, training programs, and further education support.

• Employee assistance programs offering confidential counseling and support services.

• Potential for performance-based bonuses and annual increments.

• Access to Unilever's global network and employee discount programs.

Working Hours: Standard full-time working hours are expected, typically 40 hours per week, with potential for occasional overtime during peak periods or critical issue resolution. The specific schedule will align with business needs and team coordination, likely falling within standard Indian business hours (e.g., 9:00 AM to 6:00 PM IST).

📝 Enhancement Note: The salary estimate is based on market research for similar roles in Mumbai, India, considering the provided experience level and the prestige of working for a global FMCG leader. Benefits are typical for large multinational corporations and are assumed to be competitive.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fast-Moving Consumer Goods (FMCG) - A dynamic and competitive sector requiring agility, efficiency, and strong consumer focus. Unilever International (UI) operates as a specialized arm, focusing on underserved markets, niche channels, and premium segments, bringing an intrapreneurial and agile approach to innovation and market entry.

Company Size: Large Enterprise (10,000+ employees globally). This signifies a structured environment with established processes, resources, and global reach, but also potential for diverse career paths and cross-functional opportunities.

Founded: 1929. Unilever has a long-standing history, indicating stability, established brand reputation, and a deep understanding of global markets and consumer needs.

Team Structure:

• Operations Focus: The role is within Unilever International (UI), a specialized, fast-growing business unit focused on "white space" opportunities. The UI team likely operates with an agile, intrapreneurial mindset, distinct from traditional FMCG operations.

• Partnerships Business Unit: The Assistant Manager will likely be part of a dedicated team managing the customer service aspects for UI's Partnerships segment, which serves institutional clients like Hospitality & Travel retail, UN, and overseas diaspora.

• Cross-Functional Integration: The role requires close collaboration with Customer Development, Planning, Logistics, Finance, Sourcing Units, and potentially R&D teams, indicating a highly integrated operational structure.

Methodology:

• Agile Innovation: UI emphasizes an agile innovation model, suggesting a preference for rapid iteration, flexibility, and proactive problem-solving.

• Data-Driven Decision Making: The focus on KPIs, performance management, and digital tool adoption points to a data-centric approach to operations.

• Customer-Centric Operations: The core responsibility revolves around delivering excellent customer service, particularly for B2B partners, highlighting the importance of relationship management and responsiveness.

Company Website: https://www.unilever.com/

📝 Enhancement Note: Unilever International is positioned as a high-growth, agile unit within a large corporation. The culture is likely a blend of corporate structure and startup-like dynamism, with a strong emphasis on execution, innovation, and global market penetration.

📈 Career & Growth Analysis

Operations Career Level: This Assistant Manager role is positioned at a mid-senior level within operations. It involves managing significant operational processes and stakeholder relationships, requiring a solid foundation of experience and the ability to operate with a degree of autonomy. It serves as a critical stepping stone for individuals looking to grow into more senior operational management or specialized supply chain roles.

Reporting Structure: The role likely reports to a Manager or Senior Manager within the Unilever International Customer Service or Operations team, who oversees the Partnerships business unit. The position will involve frequent interaction with peers in Planning, Logistics, and Customer Development.

Operations Impact: This role has a direct impact on Unilever International's revenue and profitability by ensuring seamless order fulfillment and maintaining strong relationships with key B2B partners. Efficient operations directly contribute to customer retention, satisfaction, and the ability to penetrate new and underserved markets effectively.

Growth Opportunities:

• Specialization: Potential to deepen expertise in specific areas of customer operations, supply chain management, or international trade within the FMCG sector.

• Cross-Functional Moves: Opportunities to transition into roles within Demand Planning, Supply Chain Planning, Logistics Management, or Customer Development within UI or broader Unilever.

• Leadership Development: Progression to Managerial roles within Customer Service or Operations, potentially leading larger teams or managing broader portfolios.

• Global Exposure: As part of Unilever International, there are opportunities to work on diverse global projects and gain exposure to various markets and operational challenges.

📝 Enhancement Note: The growth trajectory for this role is strong, given it's within the high-growth Unilever International division. Candidates can expect to develop a comprehensive skill set in international operations and potentially move into more strategic or leadership roles.

🌐 Work Environment

Office Type: The role is based at Unilever's Mumbai HO (Head Office), indicating a professional corporate office environment. This setting typically offers structured workspaces, access to corporate resources, and opportunities for in-person collaboration.

Office Location(s): Mumbai HO, India. This implies a central, well-connected business hub within Mumbai, offering access to amenities and transportation networks.

Workspace Context:

• Collaborative Environment: The role necessitates frequent interaction with various internal departments (Customer Development, Planning, Logistics, Finance) and external partners, fostering a collaborative and communicative workspace.

• Technology-Enabled Operations: Expect access to essential operational tools and technologies, including ERP systems (likely SAP), communication platforms, and data analysis software (Excel, potentially Power BI).

• Team Interaction: Regular team meetings, operational reviews, and cross-functional discussions will be part of the daily routine, ensuring alignment and efficient problem-solving.

Work Schedule: The role operates on a standard full-time schedule, likely aligning with typical business hours in India. While emphasis is on process discipline, the dynamic nature of international partnerships and customer service may require flexibility to address urgent issues or critical deadlines.

📝 Enhancement Note: The on-site requirement in a major corporate hub like Mumbai suggests a professional, organized, and collaborative work environment, typical of large FMCG companies. This setting is conducive to building strong internal networks and engaging in face-to-face problem-solving.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and application to assess alignment with the core requirements, particularly experience in customer service, supply chain, and relevant systems.

• Hiring Manager Interview: A deeper dive into your experience, focusing on specific examples of managing order-to-delivery processes, resolving customer issues, and collaborating cross-functionally. Be prepared to discuss your understanding of KPIs and process improvement.

• Operations/Team Interview: This stage may involve meeting with peers or other members of the operations or customer service team to assess your technical skills, problem-solving approach, and cultural fit. Expect scenario-based questions related to common operational challenges.

• Case Study/Process Challenge: You might be asked to analyze a hypothetical customer service scenario, propose solutions, or demonstrate your analytical skills using sample data. This is an opportunity to showcase your process improvement thinking.

• Final Interview: Potentially with a senior leader to discuss your career aspirations, strategic thinking, and overall fit within Unilever International's growth objectives.

Portfolio Review Tips:

• Quantify Achievements: For each project or responsibility highlighted in your portfolio, use specific metrics and data to demonstrate the impact of your work (e.g., "Reduced order cycle time by 15%", "Improved OTIF by 10% through enhanced communication").

• Showcase Problem-Solving: Select case studies that clearly articulate a business problem, the steps you took to address it, the tools/processes you used, and the measurable positive outcome.

• Highlight Process Improvement: Include examples where you identified inefficiencies and implemented solutions, demonstrating your understanding of process optimization and continuous improvement methodologies.

• Tailor to the Role: Emphasize experiences directly relevant to customer service operations, supply chain coordination, and B2B partnerships. Highlight any experience with FMCG or international trade if applicable.

• Clarity and Conciseness: Ensure your portfolio is well-organized, easy to navigate, and presents information clearly and concisely.

Challenge Preparation:

• Understand UI's Context: Research Unilever International's business model, focus areas (underserved markets, partnerships), and its agile approach.

• Practice Scenario-Based Questions: Prepare for questions like "How would you handle a critical stockout impacting a key partner?" or "How would you improve communication between sales and logistics for urgent orders?"

• Articulate Process Improvement: Be ready to discuss your approach to identifying bottlenecks in the order-to-delivery process and propose actionable solutions.

• Demonstrate Stakeholder Management: Prepare examples of how you have successfully managed diverse stakeholders with competing priorities.

📝 Enhancement Note: The interview process is likely structured to assess both operational execution skills and strategic thinking relevant to a growth-focused division like Unilever International. A well-prepared portfolio showcasing quantifiable results and problem-solving abilities will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• SAP (ERP System): Essential for order management, inventory tracking, production planning, and financial transactions. Proficiency in navigating modules related to Sales and Distribution (SD) and Materials Management (MM) is highly beneficial.

• Microsoft Excel: Advanced skills are expected for data analysis, reporting, creating dashboards, and managing operational data. This includes functions like VLOOKUP, Pivot Tables, and potentially Macros.

• Power BI (or similar BI Tools): Preferred for creating dynamic dashboards, visualizing key performance indicators (KPIs), and generating insightful reports for stakeholders, enhancing visibility and decision-making.

Analytics & Reporting:

• Internal Unilever Reporting Tools: Likely a suite of proprietary tools for tracking service levels, order status, and supply chain performance.

• Data Visualization Tools: Beyond Power BI, any experience with tools that facilitate clear presentation of operational data will be advantageous.

CRM & Automation:

• CRM (Customer Relationship Management): While not explicitly mentioned, experience with CRM systems for managing B2B customer interactions and service requests is a plus.

• Workflow Automation Tools: Familiarity with any tools that automate routine tasks within order processing or customer communication could be beneficial, aligning with the continuous improvement focus.

📝 Enhancement Note: Proficiency in SAP and advanced Excel is critical. Experience with BI tools like Power BI is highly desirable, indicating a need for strong analytical and data visualization capabilities to drive operational insights and performance.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and meeting the needs of B2B partners, ensuring their satisfaction and fostering long-term relationships.

• Agility & Responsiveness: Embracing a fast-paced, dynamic environment where quick decision-making and adaptation to changing customer demands are essential.

• Efficiency & Productivity: A drive to optimize processes, minimize waste, and maximize output to ensure cost-effectiveness and timely delivery.

• Collaboration & Teamwork: A belief in the power of cross-functional partnerships to achieve shared objectives and overcome complex operational challenges.

• Data-Driven Decision Making: Using data and analytics to inform operational strategies, track performance, and identify opportunities for improvement.

Collaboration Style:

• Proactive Partnership: Actively engaging with internal departments (Sales, Planning, Logistics) and external partners to anticipate needs, resolve issues, and ensure alignment on operational goals.

• Transparent Communication: Maintaining open and clear communication channels to keep all stakeholders informed about order status, potential risks, and recovery plans.

• Solution-Oriented Approach: Focusing on collaborative problem-solving to address service disruptions and find effective resolutions that satisfy both customer requirements and business objectives.

• Continuous Improvement Culture: Encouraging feedback, sharing best practices, and actively participating in initiatives aimed at enhancing operational processes and service delivery.

📝 Enhancement Note: The culture within Unilever International is likely to be more entrepreneurial and agile than traditional corporate environments, emphasizing proactive problem-solving and strong collaboration to drive growth in new markets.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Multiple Priorities: Managing diverse customer portfolios, urgent requests, and ongoing operational tasks simultaneously requires strong organizational and prioritization skills.

• Navigating Complex Supply Chains: Dealing with potential disruptions in global supply chains, varying lead times, and specific customer delivery requirements for the Partnerships segment.

• Stakeholder Alignment: Effectively coordinating with numerous internal departments and external partners, each with their own priorities and constraints.

• Data Accuracy & Visibility: Ensuring the integrity of data across various systems and maintaining real-time visibility into order status and inventory levels.

• Adapting to Evolving Customer Needs: Staying attuned to the unique and often dynamic requirements of institutional partners in different markets.

Learning & Development Opportunities:

• Advanced Supply Chain Training: Access to Unilever's internal training programs on supply chain management, logistics optimization, and demand planning.

• System Proficiency Enhancement: Opportunities to gain deeper expertise in SAP, Power BI, and other operational software through dedicated training.

• Cross-Functional Exposure: Gaining insights into different facets of the business, such as sales strategy, financial planning, and procurement, through collaboration.

• Leadership Skills Development: Participating in leadership training programs and taking on increasing responsibility to prepare for future management roles.

• Industry Best Practices: Learning about emerging trends in customer service, supply chain technology, and FMCG operations through internal resources and potential external development.

📝 Enhancement Note: This role offers significant opportunities for professional growth by tackling complex operational challenges within a global, high-growth division. The focus on continuous learning and development is a key advantage for career progression.

💡 Interview Preparation

Strategy Questions:

• Operational Process Improvement: "Describe a time you identified an inefficiency in an order-to-delivery process and what steps you took to improve it. What was the outcome?" (Focus on your process mapping, analysis, and implementation skills.)

• Stakeholder Management: "How would you manage a situation where the logistics team cannot meet a critical delivery deadline for a key partner? What steps would you take to communicate and resolve this?" (Highlight your communication, problem-solving, and negotiation skills.)

• KPI Analysis & Action: "If you noticed a decline in OTIF for your assigned partners, how would you investigate the root cause and what actions would you propose to rectify it?" (Demonstrate your analytical approach and data-driven decision-making.)

Company & Culture Questions:

• Understanding UI: "What do you know about Unilever International and its 'white space' strategy? How do you see this role contributing to that mission?" (Show your research and understanding of the division's unique value proposition.)

• Team Collaboration: "How do you ensure effective collaboration with teams outside of your direct reporting line, such as Planning or Sourcing?" (Focus on your communication style and proactive engagement.)

• Customer Service Philosophy: "What does excellent customer service mean to you in a B2B partnership context?" (Articulate a customer-centric approach that balances service delivery with business objectives.)

Portfolio Presentation Strategy:

• Highlight Key Metrics: When presenting case studies, always start with the quantifiable results achieved. Use charts or graphs if possible to visualize improvements in KPIs like fill rate, OTIF, or order cycle time.

• Tell a Story: Structure your case studies to clearly outline the problem, your approach, the actions taken, and the positive impact. Make it a narrative that showcases your problem-solving journey.

• Demonstrate Tool Proficiency: If you used specific tools (SAP, Excel, Power BI) to achieve results, be prepared to briefly explain how they were leveraged and what insights they provided.

• Focus on Process Understanding: Clearly articulate your understanding of the end-to-end order-to-delivery process and how your actions contributed to its efficiency and effectiveness.

• Be Prepared for Q&A: Anticipate questions about your decisions, alternative approaches you considered, and how you would handle similar situations in the future.

📝 Enhancement Note: Interviews for this role will likely assess a blend of operational execution, problem-solving, analytical skills, and collaborative abilities. Tailoring your responses and portfolio to the specific context of Unilever International and its Partnerships business is key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Unilever Careers portal via the provided link.

• Tailor your Resume: Highlight experience in customer service, supply chain operations, order management, and any relevant system proficiencies (SAP, Excel, Power BI). Quantify achievements with specific metrics wherever possible.

• Prepare Your Portfolio: Curate examples of order-to-delivery process improvements, issue resolution case studies, and performance metric tracking. Focus on demonstrating your problem-solving and analytical capabilities.

• Research Unilever International: Understand the division's focus on "white space," agile innovation, and its role in serving underserved markets and partnerships.

• Practice Interview Questions: Prepare to discuss your experience with scenario-based questions related to customer service challenges, supply chain coordination, and cross-functional collaboration.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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