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Job Title:KSA Customer Experience Specialist West
Location: Jeddah, KSA
Key purpose of this role is to ensure customer satisfaction through proactive communication and collaboration through assessing the customer experience from ordering, delivery to collection. Intent of this role is not to manage day-to-day operations but to monitor and collect insights to influence internal and customer policy to elevate efficiency of the processes.
Main Accountabilities/Responsibilities:
Understanding the needs of retail customers through internal reviews and supporting the resulting strategies through proactively initiating actions for continuous improvement.
Point of contact for operational escalation on matters outside of guardrails and service delivery to enable targeted interventions.
Improvement in long term customer service metrics (Dispatch Rate, claims completion times, Approval / Rejected ratios for various processes, no. of escalations and time spent on escalations).
Optimizing of customer-related iOPS processes such as delivery routes, ordering behavior (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal experts.
Integrating new customers and channels into existing processes in close alignment with internal stakeholders.
Evaluating logistics efficiency and cost deriving from ordering behaviour and initiating and executing improvement projects.
Providing insights to the customer in terms of operational performance derived from data analytics by proposing new policy/policy revision to the customer.
Monitors operating metrics - overseeing that the day to day is running effectively and efficiently with primary focus being on continuous improvement.
Managing recalls (control/support for shipping communication, monitoring of quantities & costs).
Change notifications (dispatch and communication to customers) at e.g. prices or material master.
Key Relationships/Stakeholders:
External customers
Primary & Secondary Logistics
3PL
Customer Service
Customer Development
Demand Planning
Supply Planning
Stock Management
Order Management
Finance
Key Competencies/Skills:
Stakeholder management
Analytical skills
Communication skills
Leadership Skills
Problem Solving
SAP
Project management
Microsoft Office (Excel, PowerPoint, Word, Power BI, etc.)
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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