Customer Collaboration Specialist

UNILEVER IS LOOKING FOR Customer Collaboration Specialist

Location: Rotterdam, moving to Amsterdam in March 2025 – the Netherlands

Local conditions apply

Full-time

For the recruitment of this position, we would like to emphasize that local conditions apply to the position and for this vacancy in principle we will first consider candidates based in the Netherlands. If you are based outside of the Netherlands and you are interested to apply, please feel free to do so but we can only take your application on if a decision is made to also recruit outside of the Netherlands.

If you are in the Unilever Ice Cream business or consider choosing to work for the Unilever Ice Cream business, you will work for the Global, leading Ice Cream player with €7.9bn Turn Over in 2023. The Ice Cream business is operating in a highly attractive category, as we are part of the 1 trillion snacking and refreshment industry, growing consistently at high pace. We have strong brands equities: 5 of top 10 selling brands including Wall’s, Magnum, Ben &Jerry’s. We are investing to unlock the full growth potential of Ice Cream as a standalone entity, once we separate from Unilever, which is planned to happen by November 2025. 

Ice Cream has distinct characteristics from Unilever’s other operating businesses and the growth potential of Ice Cream will be better delivered under a different ownership structure. As Ice Cream company we are committed to developing and nurturing talent within our Ice Cream company. You will have ample options for career growth and exploration, allowing you for you to explore roles and opportunities across the new organization. Your career development will be a priority for us, and we are dedicated to supporting your growth journey within the new company. We hope that you will want to build the new chapter of our Ice Cream history together with us. 

ABOUT ICE CREAM: Life Tastes Better With Ice Cream

Unilever Ice Cream is the largest global Ice Cream Company in the world, with over 100 years of experience delivering a diverse range of indulgent, yet responsible, craft food experiences and treats delighting consumers. Committed to innovation, quality, and sustainability we have 35 brands, including 3 one billion Euro brands (Magnum, Wall’s, Ben & Jerry’s), a strong presence in over 60 countries, generating annual revenue of over $8 billion. All brands are driven to transform moments into memories through indulgent yet responsibly made and marketed products. We have a well-developed strategy to deliver growth and value creation which is clear on where to play and how to win. 

We turn the ordinary into the extraordinary by designing unique and innovative Ice Cream experiences that make life taste better, creating joyful experiences. In our Ice Cream business, we’re crafting the future through innovation and imaginative minds, creating unique products. We spark moments of happiness for people and within the communities where we operate. However, it is not as simple as it may seem. As Ice Cream makers we are serious about happiness. With warm hearts, we create the coolest products.  

JOB PURPOSE:

The Customer Experience Specialist works in the Customer Experience department of the Benelux SC team. 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. As Customer Experience Specialist you have a pivotal operational role 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), Food Solutions, 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. 

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 IC, 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 to make good trade-off between costs and benefits for the total business of Unilver IC and customer. The aim is to grow the business for both.  

Driving improvements

• Initiate, execute and lead improvement projects within SC team focusing on order-to-cash and logistics order fullfillment process, while keeping in mind the E2E value careation. 

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. 

• In specific and limited cases, manage the VMI (vendor managed inventory) of the retailers  

Customer relation management

• Maintaining customer relationships in operational areas. Create and share performance reports on Unilever IC'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. Bring the customers’ voice into Unilever IC with the ambition to grow the category and sell one IC more.   

EXPERIENCE YOU SHOULD HAVE/THE QUALITIES WE LOOK FOR

EXPERIENCES & 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 & English (NL) 

• Experience in Projectmanagement is a plus 

• Proven track record of successful customer collaboration initiatives. 

SKILLS YOU SHOULD HAVE

• Customer relationship management. 

• Data analysis and interpretation. 

• Strong communication with customers both strategical and tactical and interpersonal skills. 

• Problem-solving and decision-making. 

• Ability to implement collaboration strategies. 

LEADERSHIP:

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way. 

• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better. 

WHAT DOES UNILEVER OFFER/WHAT IS IN IT FOR YOU?

Unilever is the place where you can be yourself and bring your purpose to life with the work that you do – creating a better business and a better world. We offer an exciting & dynamic work environment where you can make things happen. Furthermore, we offer some great reward and benefits!

• Attractive total remuneration package; excellent company pension, bonus, share scheme.

• Flexible cross-disciplinary career opportunities and a wealth of training opportunities & wellbeing resources whenever and wherever.

• Plenty of company-paid holidays to further ensure your work-life balance is maintained.

• We encourage an inclusive culture, which comes to life with interchangeable public holidays, paid paternity leave of 6 weeks and our transgender policy.

• Under the Hybrid Working principles, you will be expected to spend a minimum of 40%-60% in the office or at customers, suppliers or partners to connect and collaborate.  For the time you work from home, we will ensure you are well equipped. When you are at the office , you can enjoy our tasty canteen with prepped food and own products.

• Informal culture and being the first one trying our new products. 

• My Fitness Plan (reduction on your Fitness Subscription).

• Home work allowance

• Company laptop and mobile phone

• Green Mobility Policy.   

EXCITED?

Join Unilever and our team! To apply, you must do so online. Please do not forget to upload your CV and a motivation letter.  Your application will be reviewed against our requirements and we will be in touch shortly after the closing date to provide you with an update on the status of your application.

Looking forward to meeting you! 

Please note this is a Direct Search led by Unilever. Applications from agencies will not be accepted, nor will fees be paid for unsolicited CVs.

Equal Opportunity Employer: Unilever is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, parenthood, pregnancy or any other basis protected by applicable law, and will not be discriminated against. 

By highlighting the gender diversity at the workplace, Unilever encourages women equally men to apply. If you look for a job after a long career break or after any type of leave, do not hesitate to apply.

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