Customer Service Executive

Unilever is currently hiring for  Customer Service Executive

Reports to: Customer Service Manager

Scope: Local

Location: Ümraniye Head Office- İstanbul

Terms & Conditions: Full Time

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.

JOB PURPOSE

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. CSE acts as primary contact within SC for customer communications, decision making processes and cross functional alignment involving customer related issues. Besides, CSE is responsible for team guidance in E2E order management processes. The role will work in close communication with Customer Development, Demand Planning and Logistics teams to generate future fit SC strategy that will endorse and sustain customer experience.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Building long term customer experience strategy supported by short-midterm agenda to improve customer relations.
• Balance SC priorities with customer expectations and needs, enhancing SC responsiveness.
• Utilizing SC expertise to balance all aspects of the business for sustainable customer service performance.
• Utilizing SC expertise to balance all aspects of the business for sustainable customer service performance.
• Collaborating with customers to gather insights on potential improvement areas for service performance.
• Guiding the team on operational issues to enable a better customer experience in E2E order to delivery process.
• Implementing periodic root cause analysis in service KPIs and define improvement areas, triggering action planning with both internal and external stakeholders.
• Designing automation projects to reduce any potential NVAA, endorsing real time data visibility and digitalization within the team.
• Improving product availability by meeting customer demands around Turkey.
• Designing user-friendly interfaces with internal and external stakeholders to increase the service level.
• Guiding CFS team on solution generation for daily operational issues.
• Data visibility projects both internally and externally (customer connectivity).

Experiences & Qualifications

• BSc. in Engineering
• Excellence in both Turkish and English communication
• Expertise in communication skills as well as influencing & persuading
• Leadership skills
• Analytical thinking and data analysis competencies
• Min 2 years of SC experience

Skills

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

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.

• Critical SOL (Standards of Leadership) Behaviors
  • PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.
  • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
  • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
  • AGILITY: Explores the world around them, continually learning and developing their skills.

Unilever embraces diversity and encourages applicates from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. 

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.