Customer Experience Specialist

2 days ago


Solna Municipality, Sweden Unilever Brazil Full time

About the Role:

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The Customer Experience Order and Delivery Specialist at Unilever Nordics is responsible for creating and optimizing processes in Customer Operations. The purpose of this role is to leverage data and customer insights to drive next-level experience for customers.

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Key Responsibilities:

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  • Analyze customer behavior and processes using data analytics to identify areas for improvement.

  • Work with customers to understand their needs and preferences, ensuring world-class customer service.

  • Ensure the invoice process runs efficiently, identifying and addressing root causes of errors and applying prompt solutions and corrections.

  • Coordinate daily operation process flow, continually working to improve existing tools and processes.

  • Integrate new customers and channels into existing processes, collaborating closely with Customer Development teams.

  • Evaluate cost-to-serve efficiency and costs, particularly those resulting from ordering behavior.

  • Identify and map improvement processes, leading initiatives to enhance customer master data quality and manage customer development.

  • Lead customer meetings as required.

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In this role, you will be the primary point of contact for questions related to Customer Experience and order-to-cash and order-to-delivery areas. You will provide input and participate in improvement projects, serving as a subject matter expert or project leader. By analyzing data and working with customers and other stakeholders, you will identify potential improvements and execute plans to enhance customer experience performance.



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