UNILEVER IS LOOKING FOR A CUSTOMER FACING SPECIALIST (CUSTOMER SERVICE SPECIALIST)
FOR THIS ROLE IT IS ESSENTIAL TO SPEAK AND WRITE DUTCH AND ENGLISH FLUENTLY.
Location: Hofplein, Rotterdam – the Netherlands
Local conditions apply
Full-time/Part-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.
Salary: 43-55 K gross per year depending on background and experience.
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 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 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 make Customer Operations a success, are:
Practical creativity
Enterprising behaviour
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!
WHAT WILL YOUR MAIN RESPONSIBILITIES BE?
Complete follow-up of the Order-to-Cash process:
Update customers on the status of their orders, deliveries and invoicing.
Proactively inform customers of products out of stock.
Verify that customers adhere to agreed logistics arrangements and take action if necessary.
Provide customers with standard logistical information about our products.
Maintain an overview of common problems.
Participate in projects to improve processes and customer service.
Order Management:
Adjust delivery times at the request of logistics providers.
Identify and validate blocked orders.
Communicate with external Operations Excellence hub partner.
Returns and Refusals:
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:
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:
Receive and analyse customer claims within existing agreements and communicate decisions to the customer and the Operations Excellence hub.
EXPERIENCES, SKILLS & QUALIFICATIONS
You speak and write fluently Dutch and English.
A strong sense of relationship management.
A positive and proactive attitude.
Accurate and focused.
A good command of MS-Office, especially Excel.
Flexible and able to prioritize.
A real team player who likes to convince others.
Experience with the SAP ERP system is an advantage.
Experience within the FMCG industry is an advantage.
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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