Customer Service Analyst - CPFR

Description

Job Summary: Optimize CPFR processes to ensure product availability and improve service levels through collaboration with internal teams and customers. Key Highlights: 1. CPFR process optimization and collaboration with teams and customers. 2. Focus on increasing sales, profitability, and product availability. 3. Part of a team that believes in doing work that matters. **Join us as a Customer Service Analyst - CPFR** **Scope:** Serve as the focal point for collaborative work (CPFR), optimizing processes jointly with commercial, operational, and customer teams to ensure product availability and enhance service-level efficiency. **Location:** WT Tower B, São Paulo-SP **Terms and Conditions:** Full-time, hybrid (2 days per week in the office) **PURPOSE OF THE ROLE** This role exists to connect and transform the sales and replenishment flow between customers and Unilever through relationships, information, and communication—optimizing processes and facilitating decision-making to increase sales and profitability for Unilever and its customers, improve product availability at the point of sale, reduce stockouts, and optimize the order cycle. You will be part of a team that believes in doing work that matters—for people and for the planet. Because here, we don’t just hire for roles—we invite you to be part of something bigger. **KEY RESPONSIBILITIES** * Monitor and optimize service level indicators, inventory days, order cycle time, and inventory accuracy; * Identify and address root causes and status of stockouts/OSA; * Analyze purchasing and distribution parameters from Distribution Center to Store at the customer (e.g., minimum order quantities, shelf replenishment, average sales, safety stock, palletization, replenishment frequency); * Organize and participate in meetings with customers and the commercial team to review results, identify opportunities, and plan short-, medium-, and long-term action plans; * Ensure visibility of inventory-related risks and preventive actions, including pricing changes or seasonality; * Coordinate with the commercial team to optimize point-of-sale execution via commercial strategy; * Develop and optimize decision-support and visibility tools—Power BI and Excel; * Support customer assortment management; * Manage strategic orders and provide purchase and distribution recommendations; * Support the management and optimization of the order-to-cash (OTC) cycle; * Lead and organize the customer’s continuous improvement agenda; * Actively gather and listen to feedback from customers and the commercial team, translating suggestions into improvements in forecasting, planning, and replenishment processes; * Evaluate and internally share collaborative forecasts for critical items; * Analyze and critically review/clean the order portfolio; **REQUIRED EXPERIENCE AND QUALIFICATIONS** * Experience in CPFR or retail supply chain roles; * Experience building reports using Power BI/Power Query; **PREFERRED EXPERIENCE AND QUALIFICATIONS** * Intermediate English proficiency; * Experience serving Key Accounts (Carrefour, GPA, Dia, Sams Club); At Unilever, inclusion is at the heart of everything we do. We welcome applications from all backgrounds and are committed to creating an environment where everyone can thrive/succeed. All candidates will receive fair and respectful consideration, and we actively support the growth and development of every employee. **ADDITIONAL INFORMATION** WT Tower B, São Paulo-SP, hybrid (2 days per week in the office) 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.