Customer Facing Specialist

JOB PURPOSE

This role exists to aiming to drive customer order processes by ensuring product availability and effective coordination with Demand Planning to meet customer demand. You’ll be part of a team that believes in doing work that matters — for people and the planet.Because here, we don’t just hire for jobs. We invite you to be part of something bigger.

KEY RESPONSIBILITIES

• Centralize relationships with customers for order to cash process:
  • Review and provide information about current status of orders.
  • Monitor customer compliance to agreed logistic trade terms.
  • Inform customers about out of stock issues and potential supply timings.
  • Review and provide information about escalated cash collection, claims and/or credit status.
  • Support agreeable solutions for various customer issues within acceptable time periods.
• Master Data
  • Coordinate master data requests from customer and CD
  • Maintain master file alignment with customer systems (product, promo, pricing)
  • Maintenance of customer contacts in CRM
• Order Management
  • Management of blocked orders
  • Coordinate and validate return & refusal demands.
• Delivery / Billing issues/delay management
  • Print and send delivery note / invoice copy if requested by the customer.
  • Coordinate urgent deliveries within logistics and CS teams and inform customer.
• Claims management.
  • Receive customer claims by exception and forward them to Claims Register Specialist
  • Claims resolution communication (Logistics and Pricing but not Trade Terms) to Customer
  • Credit Management
  • Follow up escalated overdue invoices with the customer.

REQUIRED QUALIFICATIONS

Expertise in communication skills as well as influencing & persuading

Analytical thinking and data analysis competencies

PREFERRED QUALIFICATIONS

• Customer operations experience

• Problem solving
• Effective Communication
• Customer Experience
• Digital Awareness
• Change Management
• Stakeholder Management
• Collaboration
• Data Analytic
• Risk Management

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.

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