Customer Experience Specialist

Work Level:  WL1 C/D

Reports to: Martina Moravcová

Scope: Market: Czechia & Slovakia

Location: Prague & Bratislava

Terms & Conditions: Full-time role. Hybrid working model. Right to work in Czechia & Slovakia required. No relocation assistance will be available. Please remember to attach your completed Talent Card together with CV.

JOB PURPOSE

Find your purpose at Unilever. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues in a truly global and diverse culture to ultimately become a better you.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Review of business contracts by the CE team (O2C processes)
• Integration of new customers based on information from CBD
• Evaluation of C2S efficiency (order/delivery frequency, specific customer requirements)
• Expert contact during internal/expert audits
• Active participation in internal (process) or external projects with customers; first contact for central teams or customers (coordination, leading for CE, testing)
• Expert support for the O2C process (HUB/Unilever), process improvement, overseeing the proper functioning of processes on the HUB side
• Support in training new colleagues and CE team members
• Data analysis that can be used to identify potential improvements in customer relations (DR, overdue, order/delivery frequency, etc.)
• Active search for areas that can improve our relationship with customers
• Management of recalls together with QA and CBD (support during transportation)
• Collaboration with CFS and their support in solving more complex process situations
• Support during closing activities

• Support and possible substitution of the Customer Experience Manager

Experiences & Qualifications

• Min. 2 years of experience in Customer Operations
• Ability to meet deadlines and work independently without micromanagement
• Good organizational & time management skills
• Attention to detail & analytical thinking
• Ability to communicate openly and effectively with different stakeholders
• Good level of Microsoft Office package & Power BI
• SAP, AATP, Customer Portal, Pega, CMD, Dashboards and reports, High radius deductions
• Czech/Slovak - native and English - intermediate

WHAT WE OFFER:

• 30 days of vacation
• Performance based annual bonus
• Various benefit package (Multisport card, pension, life insurance, fruits & vegetable at the office, shares program, etc.)
• Laptop, mobile phone
• Home office (flexibility to work from home or office)
• Opportunity to buy Unilever products at discounted price in the employee online shop
• Real learning opportunity in a multinational environment; open and friendly company culture

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