Ice Cream Customer Facing Specialist

Job Title:Ice Cream Customer Facing Specialist

Function: Customer Service & Fulfilment

Location: Bangkok

Unilever Ice Cream – A Taste of Joy

Unilever Ice Cream is one of the world’s leading ice cream businesses, home to iconic brands like Wall’s, Magnum, Cornetto, and Ben & Jerry’s. We’re more than just sweet treats – we deliver happiness, refreshment, and joy to millions every day. Our team thrives on innovation, collaboration, and a passion for excellence. If you’re looking to be part of a fun, fast-paced environment where your work brings real smiles, this is the place for you.

Role Summary

The Customer Facing Specialist is the frontline representative for customer order fulfilment. This role ensures a smooth end-to-end order experience by serving as the key contact for customer inquiries, coordinating with internal teams to resolve delivery issues, and maintaining a high level of service excellence. You will play a vital role in strengthening customer relationships and ensuring operational efficiency within the supply chain process.

Purpose of Role

Act as the Single Point of Contact (SPOC) for all customer-related fulfilment topics including order status, stock availability, delivery updates, and issue resolution. Ensure a seamless and positive customer experience through timely support and coordination across internal teams.

Key Accountabilities:

• Manage customer relationships across assigned portfolio; continuously assess and improve satisfaction levels.
• Support timely resolution of issues, complaints, and exceptions.
• Coordinate with key stakeholders (e.g. Order Management Specialist, Collector, AO) to ensure customer-specific processes are executed effectively.

Key Responsibilities:

• Handle customer calls and inquiries related to orders and deliveries.
• Check ERP (SAP) for order and stock details; escalate complex cases to Order Management Specialist if needed.
• Provide accurate updates to customers on stock availability, lead times, and delivery routes.
• Act as a liaison between Order Management, Logistics, and customers to resolve transport or fulfilment exceptions.

Key Interactions:

• Order Management Specialist
• Logistics Specialist
• Market Facing Organisation (Customer Development, Finance, Planning, Logistics)

Note: Unilever embraces diversity and encourages applicates from all walks of life! We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment journey. If you require any support to complete your application or any subsequent stage throughout your recruitment journey with us at Unilever, then please specify how we may be able to assist you.

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.