Customer Experience Specialist

7 hours ago

Solna Municipality, Sweden ENGINEERINGUK Full time

Looking for Your Dream Job?

Join Our Ice Cream Team

Scope: Local

Reports to: Customer Experience Manager

Location: Solna & Stockholm area, Sweden

Terms & Conditions: Full time, family leave cover, estimation: until August 2026

Role: Customer Experience Specialist

Preferred starting date: March/April

If you are in the Unilever Ice Cream business or consider choosing to work for the Unilever Ice Cream business, you will work for the Global, leading Ice Cream player with €7.9bn Turn Over in 2023. The Ice Cream business is operating in a highly attractive category, as we are part of the 1 trillion snacking and refreshment industry, growing consistently at a high pace. We have strong brands equities: 5 of top 10 selling brands including Wall's, Magnum, Ben & Jerry's. We are investing to unlock the full growth potential of Ice Cream as a standalone entity, once we separate from Unilever, which is planned to happen by November 2025.

JOB PURPOSE:

Located in Customer Operations, the Customer Experience Order and Delivery Specialist at Unilever Nordics creates and optimizes our processes. The purpose of the role is to utilize data and customer insights, driving next-level experience for our customers.

KEY RESPONSIBILITIES:

  • Working closely with customers and using data analytics to get insights on customer behavior and processes.
  • Working to reach world class customer service.
  • Ensuring the invoice process works efficiently with focus on analysis of root cause for invoices created in error and applying prompt solutions and invoice corrections.
  • Coordinating daily operation process flow and constantly working on improvements on existing tools and processes.
  • Integrating new customers and channels into existing processes in close alignment with our Customer Development teams.
  • Evaluating cost to serve efficiency and cost, especially inefficiencies from ordering behavior.
  • Continuous identification and mapping of improvement processes, leading improvements initiatives in the area of customer masterdata. Managing the quality of customer development.
  • Leading customer meetings might be required.

In this role you are the first point of contact for questions related to Customer Experience and our order-to-cash and order-to-delivery areas. You provide input and participate in improvement projects as subject matter expert or project leader. By analyzing data and cooperating with customers and other stakeholders you identify possible improvements and execute plans to enhance customer experience performance.

WHAT YOU NEED TO SUCCEED:

Experiences & Qualifications

  • 1-3 years' experience in similar role within Customer Operations or Supply Chain.
  • Excellent collaborative, communicative and stakeholder management skills.
  • Strong analytical skills, ability to analyse root cause of events in SAP and applying correction in the system (ie. invoices).
  • Be passionate about working within the customer service / experience area.
  • Experienced user in different systems and an analytical mindset. Meritorious to have worked with SAP.
  • Fluent Swedish & English, both written and spoken.

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.

ARE YOU EXCITED TO CRAFT THE ICE CREAM FUTURE?

To apply, you must do so online latest on March 16th. Please do not forget to upload your CV and 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.

ADDITIONAL INFORMATION

Equal Opportunity Employer: Unilever is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

We take pleasure seriously. Join the Ice Cream team now

#J-18808-Ljbffr

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