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.

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