Customer Service Lead

Grafton

  • Rotterdam, Zuid-Holland
  • Tijdelijk
  • Voltijds
  • 1 dag geleden
Vacature beschrijvingFor our client, a worldwide famous FMCG Company, we are looking for a senior Customer Service Agent, to join the team in Rotterdam.We offer:
  • Contract for 6 months, extension possible
  • salary between 3500 euro and 4500 euro, depending on experience
  • hybrid working
The Customer Operations Benelux team consist of various roles and teams that make Excellent Execution a success. The Customer Operations teams focus on less time spent on 'Running the Business' to reinvest in 'Growing the Business' whilst improving Customer and Employee Satisfaction. Operations brings Sales, Supply Chain and Marketing within Unilever Benelux together in realizing excellent execution. The 4 principles driving Customer Operations are: end-to-end ownership, maximized automation, one version of the truth and continuous improvement. Team members within Customer Operations embrace the vision and their daily work practice reflects the 4 principles of Operations. Operations effectively works in a cross-country setting, embracing cultural diversity and working in virtual teams.JOB PURPOSEThe Senior Customer Collaboration Specialist works in the Business Operations division in the Customer Experience department. This department is responsible for the entire order-to-cash process: from receipt of customer orders, delivery of product to the customer, up to and including invoicing. As Senior Customer Collaboration Specialist you have a pivotal operational role in the Supply Chain between the customer and the internal organization. You are also the point of contact for the customer regarding operational aspects such as service and logistics.Your customer portfolio will consist of customers from retail, Out of Home (OOH), Food Solutions, or a combination. You are in touch with planning and commercial departments at the customer, as well as their distribution centers and project managers. Internally you will closely collaborate with departments such as logistics, demand planning, sales, marketing and finance.At Unilever, you can bring your purpose to life with the work you do - creating a better business and a better world. If you're passionate about customer interaction, analytics and driving improvements, then this roleis just what you're looking forTasks:Customer analyticsAnalyze customer operations through continuous monitoring and data analysis with the goal of identifying potential service, cost and speed improvements in the supply chain between Unilever, its customers and logistic service providers. This requires you to build in-depth knowledge of the customer, market, logistics service providers and supply chain trends. Unilever's supply chains are diverse (ambient, air conditioned, chilled) and in all sub areas a good trade-off between costs and benefits for the total supply chain is important.
  • Driving improvements
  • Initiate, execute and lead improvement projects within customer operations and within the Unilever order-to-cash and logistics order fulfillment process.
Customer care communicationa) External focus: point of contact for your customers with regards to customer service and logistics related topics such as product portfolio management, tracking master data changes, recording delivery complaints or returns, optimizing ordering and/or delivery behavior and KPI reporting.b) Internal focus: alignment of customer specific topics with internal colleagues/departments such as order management, stock management, logistics, masterdata of customer development.Customer Operationsa) Signal, identify and proactively communicate to the customer about daily problems such as large critical out of stocks (OOS), late deliveries, non-compliance with customer conditions, etc.b) Follow-up of identified critical or structural problems relating to customer orders in collaboration with order management.c) Inform the customer about product/assortment changes (e.g. master data) and ensure good execution in accordance with both internal departments (planning,Bezoek voor meer gerelateerde vacatures

Grafton