Join us as Customer Facing Specialist
ABOUT UNILEVER
With 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 consist 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 function 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 function effectively works in a cross-country setting, embracing cultural diversity and working in virtual teams.
Key Competencies to make Customer Operations a success, are:
1. Practical creativity.
2. Enterprising behaviour.
3. Ability to learn.
JOB PURPOSE
The Customer Facing Specialist works in the Business Operations division in the Customer Experience department. This department is responsible for the entire order-to-cash process: receipt of customer order, delivery of product to the customer up to invoicing. As a Customer Facing 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 customers can be from the retail channel (supermarkets and drugstores), Out of Home (wholesalers, gas stations, amusement parks, on the go, etc.) and Food Solutions channel (wholesalers, hospitality, care). Your customer contacts are mostly with planning and commercial departments, but also project managers and distribution centers. You will also have constant coordination with internal departments such as logistics, sales, demand planning, 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 improvement, then this role is just what you're looking for!
KEY RESPONSIBILITIES
Complete follow-up of the Order-to-Cash process
4. Update customers on the status of their orders, deliveries and invoicing.
5. Proactively inform customers of products out of stock.
6. Verify that customers adhere to agreed logistics arrangements and take action if necessary.
7. Provide customers with standard logistical information about our products.
8. Maintain an overview of common problems.
Participate in projects to improve processes and customer service.
Order Management
9. Adjust delivery times at the request of logistics providers.
10. Identify and validate blocked orders.
11. Communicate with external Operations Excellence hub partner.
Returns and Refusals
12. Analyse return and refusal requests according to existing agreements with the customer and communicate with the external Operations Excellence hub partner for further processing.
Managing delivery and billing issues
13. Send delivery notices and copies of invoices as requested by customers and collaborate with the Supply Chain Operations Leader and/or external logistics providers on urgent delivery issues.
Claims Management
14. Receive and analyse customer claims within existing agreements and communicate decisions to the customer and the Operations Excellence hub.
REQUIRED QUALIFICATIONS
15. Bachelor’s Degree in Logistics / Business / Adminstartion or relevant fields.
16. Fluency in spoken and written English, as well as fluency in French and/or Dutch. A very good level in the additional language is required.
17. A good command of MS-Office, especially Excel.
18. A positive and proactive attitude.
19. Accurate and focused.
20. Flexible and able to prioritize.
21. A real team player who likes to convince others.
PREFERRED QUALIFICATIONS
22. Experience with the SAP ERP (Enterprise Resource Planning) system is an advantage.
23. Experience within the FMCG industry is an advantage.
24. A strong sense of relationship management.
ADDITIONAL INFORMATION
Work location:
25. Hybrid – Brussels, Belgium
Always include your CV in English. If the job needs another language, you can additionally add your CV in that language.