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Ice Cream Customer Execution Specialist OOH
Employer: Unilever
Location: Kingston Upon Thames, England, United Kingdom
Salary: Competitive
Closing date: 27 Feb 2025
Please Note: The deadline for applying is 23.59 the day before the job posting end date.
ABOUT ICE CREAM: Life Tastes Better With Ice Cream
As ice cream makers, we are serious about happiness. With warm hearts, we create the coolest products, and we supply them to our consumers. As the largest ice cream company in the world, we have over 100 years of experience in delivering smiles. If you are in the current Unilever Ice Cream business or considering working for the newly separated Ice Cream business, you will work for the Global leading Ice Cream player in a growing category where we are part of the 1 trillion snacking and refreshment industry.
JOB PURPOSE
The Customer Execution Specialist's OOH role reports to the Ice Cream Customer Service Manager and is primarily responsible for ensuring the smooth running of the Unilever Ice Cream daily order cycle. They are the face of Unilever's Supply Chain to customers and third-party logistic partners regarding operational queries. They work closely with our third-party partners and are responsible for troubleshooting current order issues and eradicating repeat issues through a process of continuous improvement.
RESPONSIBILITIES
1. Key Metrics:
* Fulfilment Rate - Dispatch Rate %, CCF / Customer Measure of Service
* Customer Service Inbox - volume of mails & turnaround time
* Customer Service - AGS
* Logistic Efficiency - FTAs, FTDs, Returns, Refusals, Logistic Claims
* PEGA tickets - number and time to resolve
* Month end open items - deliveries, returns, orders
* Order Fulfilment cycle time
* Order accuracy
* Lead time adherence
* Customer Trade Terms Compliance to LET grid
Operations & Systems
1. Point of escalation for support and issue resolution in a timely manner relating to all operational activities involved in the daily order cycle.
2. Manage rebooks and logistics issues with customers and 3PL partners.
3. Respond to haulier and customer queries via e-mail and telephone.
4. Support 3rd party partners with execution of O2D processes.
5. Ensure compliance to all applicable month end controls.
6. Manage any exceptional issues.
7. Provide bank holiday operational O2D cover.
8. Implement supply chain initiatives with key contacts at the customer.
Bill to Cash
* Prompt resolution of Logistic Claims to support delivery of cash.
* Understanding of the wider Order to Cash process and interactions.
Projects, Innovation & Capabilities
* Monitor execution of exceptional events to troubleshoot order issues.
* Lead on specific ad-hoc order processes.
* Onboard new technical solutions into day-to-day operations.
* Support and/or lead on specific projects or process improvements.
Continuous Improvement & Problem Solving
* Investigation & RCA of logistic issues.
* Analysis of trends around PEGA tickets.
* Support identification of repeat service losses.
Customer Communications & Relations
* Act as the operational supply chain face of Unilever to our customers.
* Respond to customer queries received via email or phone.
* Prepare and issue agreed format of shortage reports to customers.
* Build relationships to positively influence customer behaviour.
Line Management & Coaching
* Training & coaching for new CES starters.
* Coach / educate CAMs on supply chain execution fundamentals.
ALL ABOUT YOU
Minimum Requirements
* Proficiency in English & Maths.
* Ability to manage time effectively and to plan workload.
* Strong communication and interpersonal skills.
* Good adherence to standard processes.
* Good problem-solving skills.
* Good quantitative analytical skills.
* Ability to stay calm & focused in fast-paced situations.
* A customer-focused mindset.
* Willing and able to travel to meet customers.
Ideal Requirements
* Intermediate skillset in Microsoft Excel.
* Experience with SAP or other ERP software.
* Experience working with retail customers.
* Experience in logistics, planning or commercial roles.
* An understanding of basic financial / commercial measures.
KEY INTERACTIONS
* Customer - Commercial & Supply contacts.
* CD - Customer Account Managers & Customer Business Managers.
* Customer Experience - Customer Collaboration Specialists.
* Logistics.
NOTES
Please apply via this portal as e-mail applications may not be processed.
By applying for this vacancy, you confirm that you have made your Line Manager aware of your application.
If you require additional information or reasonable adjustments, please contact your Talent Partner.
What we offer
We strive to achieve a family-friendly and inclusive workplace.
Diversity at Unilever is about inclusion and embracing differences.
Relocation to the UK
Please be aware if you are applying for this role from outside the UK, your application will be treated as a self-initiated Change Location Outside of Country (CLOC) transfer.
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