Customer Experience Lead - Supply Chain

ABOUT ICE CREAM: Life Tastes Better with Ice Cream

We turn the ordinary into the extraordinary by designing unique and innovative Ice Cream experiences that make life taste better, creating joyful experiences. In our Ice Cream business, we’re crafting the future through innovation and imaginative minds, creating unique products. We spark moments of happiness for people and within the communities where we operate. However, it is not as simple as it may seem. As Ice Cream makers we are serious about happiness. With warm hearts, we create the coolest products.

JOB PURPOSE:

• Ensures the satisfaction of our IC Out of Home (OOH) & In Home (IN) partners via supporting and ensuring the smooth customer service processes and proactively communicates with the partners and provides solutions.
• Ensuring smooth operation by leading a group of customer service representatives and overseeing administration processes.
• Drive customer collaboration projects to improve service level and on-shelf availability ultimately achieving to become the No1 Supplier of our business partners.
• Lead implementation with customers of customer service-related projects & logistic saving projects (Cost to Serve), new processes etc.
• Act as a key person for new systems.
• Ensures legal and internal audit compliance in the Order to Cash (O2C) processes

KEY RESPONSIBILITIES:

• Close cooperation with Order Entry, Order Validation & Stock Management & Customer Facing teams to ensure maximized service and ensure First Time Right
• Govern the process currently performed by service provider (mainly IH channel), driving continuous improvements and regular monthly KPIs performance reviews
• Strategic leader for the IC Customer Service team defining team priorities and direction
• Participates in the development and harmonization of IC Order to Cash processes, executes required testing and signoff in case of technical projects
• First point of contact for O2C related questions for our stakeholders (internal & external)
• Support automation projects with partners related to O2C (EDI)
• Active search for areas that can improve our relationship with our customers
• Active participation in internal (process) or external projects with customers.
• Review of business contracts by the CE team (O2C processes)
• Evaluation of efficiency (order/delivery frequency, specific customer requirements) in cooperation with Logistic Specialist and drive implementation of improvements actions with the customers
• Identify potential improvements in customer relations (overdue, order/delivery frequency, etc.)
• Coordinates product recalls with partners and Quality team and other related business teams
• Ensures legal and internal audit compliance in the daily activities, runs required controls as per guidelines

EXPERIENCES & QUALIFICATIONS:

• Analytical skills
• Good communication and collaboration skills
• Good problem-solving skills
• Order to Cash process knowledge
• SAP / Pega knowledge
• Knowledge of local regulations related to invoicing
• Native Czech/Slovak, Advanced English

WHAT WE OFFER:

• 30 days of vacation

• Performance based annual bonus

• Various benefit package (Multisport card, pension, life insurance, shares program, fruits & vegetable at the office and much more)

• Laptop, mobile phone

• Home office (flexibility to work from home or office)

• Opportunity to buy Unilever products at discounted price in the employee online shop

• Real learning opportunity in a multinational environment; open and friendly company culture

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.