Customer Experience Specialist

Job description

We are eager to find people who have a passion for teamwork, a positive attitude, and who are results orientated. Please read more about the role below & if you think you’d be a great addition to the Customer Experience team we’d love to hear from you. To register your interest please submit a copy of your full CV by hitting the “Apply Now” button above! We’ll review your application and contact you if we think you’re a good fit!

 

Please note : This is not a live vacancy, and you will be contacted by a Talent Partner to discuss your fit for upcoming, future roles in Customer Experience. 

Job Title: Customer Experience Specialist

Location: Kingston or Leeds

 
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 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 higher-level 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 customer-related 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’  

 

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. 

Diversity at Unilever is about inclusion, embracing differences, creating possibilities, and growing together for better business performance. We want to push boundaries, and have the flexibility needed to keep adapting in an ever-changing, more dynamic world. This means giving full and fair consideration to all applicants, regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. 

As part of your hiring journey, we are happy to support requests for reasonable adjustments, to improve your recruitment experience.

To find out more, including more information about our Employee Resource Groups, please click here .

Recruitment Fraud  

Cyber criminals advertise fake job adverts with prestigious employers as a way of stealing information or even defrauding individuals out of money. In the most sophisticated cases, they will set up fake websites, which have a similar address to companies like Unilever. They even conduct fake telephone interviews and then offer candidates a role with the proviso they pay a fee for background checks or to cover work visa costs.  These types of attacks are becoming more common as more people are looking for employment in the economic climate. 

 

How is Unilever tackling this?  

Many of Unilever’s recruitment sites publish a warning to candidates about recruitment fraud. The Cyber Security team also proactively scan for signs of people setting up fake Unilever sites and act to close them down. 

 

What can I do?  

If you become aware of potential recruitment fraud, spot fake Unilever recruitment adverts or fake LinkedIn profiles, report them via Una Live Chat. 

 

Unilever does not accept responsibility or liability for any candidates who are financially impacted by recruitment fraud. Your vigilance is key!