Customer Experience Area Lead

MAIN JOB PURPOSE

The Customer Experience Area Lead will be responsible in Customer Service Operations, Customer Partnering and Operational Excellence.

JOB SUMMARY

• Responsible for customer's Order to Deliver (O2D) cycle and customer issue resolution.

• Analyze Customer Service KPIs (internal and aligned) to identify improvement areas of the operations and work closely with SC cross-functional teams (i.e. Planning, Logistics, Make) to resolve and deliver customer service excellence.

• Drives cross functional alignment in partnership with CD and across Supply chain to strengthen collaboration, improve service and optimize costs.

• Dynamic resolution of any unplanned customer events (Production issues, available capacity, transport exceptions, unexpected high demand etc)
• Work closely with 3P handling Order Management to ensure processes are completed correctly and on-time.
• Support the development and implementation of Transformation projects in O2D, which will provide a leading-edge advantage and prepare for future customer requirements in line with the Company's GTM strategy.

• Partners Customers and/or Distributor and drive diamond model set-ups to strengthen with collaboration, improve service and optimize costs.

• Drives projects and initiatives such as Joint Forecasting, digitization, VMI and OSA improvements.

• Supports the Customer Experience Manager in establishing the connection with CD & CBD for quick resolution of cross-functional issues

KEY REQUIREMENTS

• Bachelor's Degree holder in Engineering, Logistics or Business Management

• Strong knowledge on CS&L operations

• Knowledgeable in CD operations and market benchmarking

• Knowledgeable in Planning, Forecasting and Supply Chain operations

• At least 3 years Business Partnering experience

• Strong Service Orientation

• Customer-focused and results-oriented

• Critical thinker and highly analytical

• Excellent Communication Skills

• Knowledge in SAP is an advantage

• eCommerce knowledge is a plus

• Works well under pressure

• Willing to be assigned anywhere in Luzon

We highly encourage applicants to exclude information on age, gender, and school/s in view of Equity, Diversity, and Inclusion. Unilever assesses candidates based on skills, performance, experience and leadership.

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 bring ing 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.