Customer Experience Specialist - Leatherhead, United Kingdom - Unilever

Unilever
Unilever
Verified Company
Leatherhead, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job Title:
Customer Experience Specialist


Location:
Leatherhead


JOB PURPOSE


Key purpose of this role is to ensure customer satisfaction through proactive communication and collaboration through assessing the customer experience from ordering, delivery to collection.

Intent of this role is not to manage day-to-day operations but to monitor and collect insights to influence internal and customer policy to elevate efficiency of the processes.


  • This role may be structured by Channel / Customer / Process.

RESPONSIBILITIES

  • Improvement in long term customer experience metrics (Dispatch Rate, Overdue payments, Forecast Accuracy & Bias, Invoice Accuracy, Claims Completion Times, # of escalations and time spent on escalations, Trade Terms compliance,).
  • Business partner to CD.
  • Understanding the needs of retail customers, be the voice of the customer internally.
  • Developing customer relationships with key customer contacts.
  • Be the face of Unilever to our customers for Commercial and Supply Chain operational and strategic matters.
  • Focus on "right first time" for the customer, which helps both the customer and Unilever with the cash collection cycle.
  • Take a higherlevel view of all processes and system logic in place that are delivering the customer experience and make interventions where needed to improve performance.
  • Optimizing of customerrelated iOPS processes such as delivery routes, ordering behavior (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal experts.
  • Integrating new customers and channels into existing processes in close alignment with CD.
  • Evaluating logistics efficiency and cost deriving from ordering behavior and initiating and executing improvement actions.
  • Providing insights to the customer in terms of operational performance derived from data analytics and proposing new policy/policy revision to the customer.
  • Monitors operating metrics overseeing that the day to day is running effectively and efficiently with primary focus being on continuous improvement.
  • Managing recalls (control/support for shipping communication, monitoring of quantities & costs.
  • Change notifications (dispatch and communication to customers) at e.g. prices or material master.

ALL ABOUT YOU

  • Stakeholder management.
  • Strong analytical skills.
  • Strong communication skills and ability to adapt style to influence stakeholders.
  • SAP, SD FI, Live Wire, PEGA, PowerBI, AATP SCP, Customer Portal, Supplier Collaboration.

NOTES
About Unilever


Unilever is one of the world's leading suppliers of Food, Home and Personal Care products with sales in over 190 countries and reaching 2 billion consumers a day.

Unilever has more than 400 brands found in homes around the world, including Dove, Tresemme, Lynx, Lifebuoy, Shea Moisture, Persil, Domestos, Ben & Jerry's, Magnum, Marmite, The Vegetarian Butcher, Graze and Pot Noodle.


Faced with the challenge of climate change and the need for human development, we want to move towards a world where everyone can live well and within the natural limits of the planet.

That's why our purpose is 'to make sustainable living commonplace'

Location


In September 2020, Unilever announced the intention to build a new sustainable campus site in Kingston, London to house the employees who currently work in 100 Victoria Embankment in Blackfriars, Lever House in Kingston, Unilever House in Leatherhead and Graze in Richmond.

We are creating our own Unilever sustainable, agile work environment, purposefully bringing us together in our own Unilever ecosystem.

The campus is due to be completed in early 2025 and will consist of two interconnected buildings, as well as landscaped surrounding areas.

What We Offer


Not only do we offer a competitive salary and pension scheme, we also offer an annual bonus, subsidised gym membership, a discounted staff shop and shares.

You'll have the opportunity to work directly with our renowned and exciting brands in a flexible and hybrid working environment.


Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you.

We are a key advocate of wellbeing and offer a variety of support for our people including hubs, programmes and development opportunities.

We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all.

Equity, Diversity & Inclusion at Unilever UKI | Unilever

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