Customer Experience Specialist

Scope: Ghana

Location: Tema HO and Factory

Terms & Conditions: Full Time

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.

CATEGORY/FUNCTION INTRODUCTION

Customer Operations drives superior experiences for our consumers by ensuring product availability on line and on shelf and superior customer experiences through being the no. 1 supplier. The department links the supply and demand sides of the organization through digital platforms and ensures accurate forecasts, optimized inventory, superior customer service, reduced logistics costs and efficient order to cash processes.

JOB PURPOSE

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. 

Key purpose of this role is to ensure high level of customer satisfaction through proactive communication and collaboration, assessing the customer experience from ordering, delivery to collection. Intent of this role is to monitor and collect insights to influence internal and customer policy to elevate efficiency of the processes, driving a cost, service and cash agenda.

The role is to ensure execution of customer experience deliverables according to customer SLA’s, service / fill rate / strike rate, OSA, DR, as well as other key metrics related to driving efficiencies in both customer and UL network. CX specialists are responsible for driving automation, support Joint business plan execution, through streamlining processes.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Point of contact for supply chain operational escalation to enable targeted interventions.
• Manage the relationship with key senior stakeholders within the customer’s organization as well as the relationship internally with the CD Teams.
• Improvement in customer service metrics & priorities (Dispatch Rate, OT, claims reduction, etc).
• Create customer accounts and manage changes in Creta
• Improvement in customer collaboration through various service forums such as, weekly collaboration meetings, JBP sessions, etc.
• Centralize the relationship with customers in Ghana for the Order to Cash process (orders, deliveries, returns, escalated claims, and escalated overdues) and solve any issues to achieve the objectives fixed in terms of service and receivables.
• Optimizing of customer-related processes such as delivery routes, ordering behavior (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal experts.
• Execution of logistics efficiency and cost saving initiatives , highlighting areas of improvement.
• Providing insights to the customer in terms of operational performance derived from data analytics and proposing new policy/policy revision to the customer, which includes presenting these findings in several collaborative forums.
• Managing recalls (control/support for shipping communication, monitoring of quantities & costs
• Change notifications (dispatch and communication to customers) at e.g., prices or material master 

WHAT YOU NEED TO SUCCEED

Experiences & Qualifications

• Relevant Tertiary Education or relevant work experience

Skills

• Stakeholder management 
• Analytical skills 
• Communication skills 
• People Management 

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.
• Critical SOL (Standards of Leadership) Behaviors
  • PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.
  • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
  • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
  • AGILITY: Explores the world around them, continually learning and developing their skills.

Unilever is an equal opportunities employer and committed to diversity and inclusivity in the workplace.  We are intentional in employing the best talent that reflects the demographics of our country and which will help build representation of currently under-represented groups. We therefore invite applications from all candidates representing diversity of age, sex, disability, sexual orientation, race, religion or belief.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.

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