Ice Cream Customer Collaboration Specialist

UNILEVER IS LOOKING FOR An Ice Cream Customer Collaboration Specialist

Location: Brussels - CityDox

Full-time: 37 hours

Local conditions apply

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. 

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

ABOUT BENELUX CUSTOMER OPERATIONS

The Customer Operations Benelux team consist of various roles and teams that make Excellent Execution a success. The Customer Operations teams focus on less time spent on ‘Running the Business’ to reinvest in ‘Growing the Business’ whilst improving Customer and Employee Satisfaction. Operations brings Sales, Supply Chain and Marketing within Unilever Benelux together in realizing excellent execution. The 4 principles driving Customer Operations are: end 2 end ownership, maximized automation, one version of the truth and continuous improvement. Team members within Customer Operations embrace the vision and their daily work practice reflects the 4 principles of Operations. Operations effectively works in a cross-country setting, embracing cultural diversity and working in virtual teams.

Competencies key to make Customer Operations a success, are:

• Practical creativity

• Enterprising behaviour

• Ability to learn

JOB PURPOSE

The Customer Collaboration Specialist/Customer Facing Agent works in the Business Operations division in the Customer Experience department. This department is responsible for the entire order-to-cash process: from receipt of customer orders, delivery of product to the customer, up to and including invoicing. In this role you have a pivotal operational responsibility in the Supply Chain between the customer and the internal organization. You are also the point of contact for the customer regarding operational aspects such as service and logistics.

Your customer portfolio will consist of customers from retail, Out of Home (OOH) or a combination. You are in touch with planning and commercial departments at the customer, as well as their distribution centers and project managers. Internally you will closely collaborate with departments such as logistics, demand planning, sales, marketing and finance.

At Unilever, you can bring your purpose to life with the work you do - creating a better business and a better world. If you're passionate about customer interaction, analytics and driving improvements, then this role is just what you're looking for

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Customer analytics

Analyze customer operations through continuous monitoring and data analysis with the goal of identifying potential service, cost and speed improvements in the supply chain between Unilever, its customers and logistic service providers. This requires you to build in-depth knowledge of the customer, market, logistics service providers and supply chain trends. Supply chains are diverse (ambient, air conditioned, chilled and frozen) and in all sub areas a good trade-off between costs and benefits for the total supply chain is important.

Driving improvements

Initiate, execute and lead improvement projects within customer operations and within the internal order-to-cash and logistics order fullfillment process.

Customer care communication

• External focus: point of contact for your customers with regards to customer service and logistics related topics such as: product portfolio management, tracking master data changes, recording delivery complaints or returns, optimising ordering and/or delivery behavior and KPI reporting.

• Internal focus: alignment about customer specific topics with internal colleagues/departments such as: order management, stock management, logistics, masterdata of customer development. 

Customer Operations

• Signal, identify and proactively communicate to the customer about daily problems such as large critical out of stocks (OOS), late deliveries, non-compliance with customer conditions, etc.

• Follow-up of identified critical or structural problems relating to customer orders in collaboration with order management.

• Inform the customer about product/assortment changes (e.g. master data) and ensure good execution in accordance with both internal departments (planning, sales) and the customer.

• Provide input on product portfolio maintenance to the Master Data team.

• Manage inventory of the retailer for a small group of customers

Customer relation management

Maintaining customer relationships in operational areas. Create and share performance reports on Unilever's delivery reliability and on-time deliveries with customers. Taking the necessary corrective actions in collaboration with internal departments and the customer. Preparing customer visits, and depending on the customer and the subject, carrying out these customer visits alone or together with the Customer Experience Manager.

WHAT YOU NEED TO SUCCEED

Experiences, Skills & Qualifications

• Bachelor’s degree

• At least 2 years of relevant experience

• Knowledge about ERP systems/SAP/BW is a plus

• Experience in logistics or supply chain

• Experience within FMCG is a plus

• Good knowledge of Dutch, French & English (BE) / Dutch & English (NL)

• Analytical skills (data, processes)

• Experience in Project management is a plus

• Tactical and strategical communication skills

• Experience in close collaboration with customer is a plus

• Experience with VMI is a plus

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