Customer Collaboration Specialist

UNILEVER IS LOOKING FOR A CUSTOMER COLLABORATION SPECIALIST

ABOUT UNILEVER

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 consists 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 making Customer Operations a success are:
• • Practical creativity
  • Enterprising behaviour
  • Ability to learn

JOB PURPOSE

The Customer Collaboration Specialist 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. As Customer Collaboration 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.

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. Unilever's 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 Unilever order-to-cash and logistics order fulfillment process.

Customer care communication

• External focus: point of contact for your customers regarding customer service and logistics-related topics such as product portfolio management, tracking master data changes, recording delivery complaints or returns, optimizing 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, and 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.

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 DO 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 & English (verbally and in writing)
• Analytical skills (data, processes)
• Experience in Project management is a plus
• Tactical and strategical communication skills
• Experience in close collaboration with customers is a plus

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 rewards 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.

"We’re always looking to connect with those who share an interest in a sustainable future." Unilever