Excellence Specialist

Job description

Main Job Purpose:

(A concise statement setting out the main purpose and objectives of the job.)

CO Excellence Specialist – Service : is mainly responsible for the processing and analysis of customer service data, generating KPI reports and pushing them to the relevant person in charge, also responsible for the data pushed, and able to support and interpret the data when there is an anomaly; In addition, this position also needs to be responsible for Capex opex budgeting and processing, and maintain good communication with other functional departments. This role will also responsible for digital solutions for related projects of excellence for planning and customer service

  

Key Accountabilities:

(Please describe the responsibilities and end results that would be expected.)

·  Work as service Champion to take over service excellence projects
·  Handle and analyse the raw data from SAP HANA about customer service, generate and maintain reports or dashboards on displaying customer service data timely.
·  Maintain communication with customer service and planning team, provide timely support and clarification when receiving questions or requests from stakeholders about your data.
·  Responsible for planning and customer service team Capex & Opex project contract, PO, acceptance and receipt of goods.
·  Digital/Automation Project owner for excellence team of Scenario Planning/Customer Service

Professional Skills:

(The minimum requirement from the JSP should be described, incl degrees/qualifications preferred.)

Please refer to Job Skills Profile

·  Excellent analytical, must be analytical, possess strong numeric aptitude and problem-solving ability and detail orientated with strong results focus
·  Comfortable working in a fast-paced environment, willing to learn, ask questions, seek solutions, active problem solver, and push for change
·  Digital Skills such as RPA, VBA, power query
·  Project management Skills for PMO
·  Experience of working effectively in cross functional teams
·  Specific knowledge：Excel; Power BI; Experience with SAP & SQL is a plus
·  Must be fluent in English and Mandarin

Experience Required:

(Please detail essential and desirable experience, including no. of years.)

ESSENTIAL

·  2+ Years above experience in customer operation organization, or data analyst etc.
·  Strong growth mindset, collaboration skill, communication skill.
·  Project management (or change management)

PREFERRED

·  FMCG experience
·  Bachelor degree or above

Travel:

(Please make it clear if the job will require travel within the country or abroad and give an idea of how often the candidate will need to be away from home.)

As per job/site requirements

Contacts:

(Please list any internal and external contacts arising from the job.)

Internal:

·  Customer service leaders/Planning/ Category CD & Marketing / Finance / Factory / Logistics etc.

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.