JOB PURPOSE

The Quality market operation role is the customer and consumer facing segment of Quality in Thailand market. Role is focused on Quality E2E cold chain in the customer facing operations, implementing, executing, improving, ensuring compliance to Unilever standards and regulatory standards, and providing technical quality support to customers, BU Quality, and brand for in market quality issues, care line support (complaint reporting and analysis), customer complaint handling, import product handling, on-shelf assessments/improvements and incident/issue management. 

In additional scope on halal CICOT coordinator to manage Halal CICOT registration system and maintain product halal compliance for product under TH market and manufacturer.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Quality Market Operation – Cold Chain

• Supports efforts to drive Quality Improvement in complaints related to quality issues with marketing, sales and rest of supply chain.

• Initiates activities aimed at managing quality issues with customers and channels including rejections, complaints, technical support, product handling and customer waste reduction.

• Provides Quality requirements for physical product returns from customers and provides disposition approval (where needed)

• Prepares reports and communications regarding quality issues in logistics, country that affect market and ensures improvement plans are in place and monitored through regular review.

• Monitors, aggregates and analyzes marketplace and overall product quality data from multiple channels (e.g. consumer & customer care lines, shelf inspections, warehouse & re-packer data, employee observations etc.) to prioritize, escalate and initiate Q improvement activities as appropriate.

• Supports Quality improvement projects within cluster for business complaints, cold chain, and CRQS using data analysis, workshops & toolkits and also digital solution.

• Leads Pallet Quality Improvement based on KPI data, trends analyses and quality improvement methodologies / tools.

• Provides interface with care lines for customer and consumer alert triggers and feedback data.

• Defines CRQS for Secondary and Tertiary Packaging based on Customer needs and globally aligned.

• Ensures regular marketplace on-shelf product assessments are carried out (CRQS evaluations), data is analyzed, and improvement projects are activated and followed up.

• Spends time in market to understand customer and merchandising processes and to identify and activate opportunities for improvement.

• Ensures and verifies ongoing compliance to UL Quality Management Standards in third party re-packers and assemblers and Logistics operations through communication, self-assessment activities, KPI monitoring, technical visits (as needed).

• Ensure and verifies compliance and calibration of UL Quality Management System across UL managed warehouse and UL distribution center (DC) via quality audit program.

• Validates third party re-packers, assemblers and warehouse / transportation providers are capable of meeting UL Quality requirements by conducting technical capability assessments.

• Raises issues and drives improvements for import with supplying Bus.

• Ensure local registration of import product to comply with legislation.

• Initiates and prepares Inter-company Quality documents for cross border, validates first shipment quality and monitors on-going quality of FG received.

• Supports market information to BU for marketplace incidents by follow incident management protocol.

• Deploys UL Quality strategy, governance and goals through BU specific projects and targets.

• Develops Quality links to strategies of BU SC organization.

Halal CICOT Registration

• Manage halal CICOT registration for UL product and coordinate with cross function team (Marketing, Research and development, planning) to provide document or information related with Halal registration. Including support Halal audit (CICOT) activity to manufacturing.

• Maintain product halal CICOT compliance for UL and manufacturing partners product.

WHAT YOU WILL NEED TO SUCCEED

• Batchelor ‘s or master’s degree in food science, engineering, quality, logistics or customer service experience

• Minimum 3 years’ experience in Supply Chain Quality, Quality logistic, Quality engineering

• CAPA, RCA, 5 Why problem-solving workable knowledge is a plus.

• Experience in QualityOne and other programs essential for Quality analysis such as Microsoft Excel, PowerPoint, Word, Power BI, etc. and warehouse traceability systems is a plus.

• Experience in Warehouse and Logistics

• Digital skill

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.