Ice Cream Customer Execution Specialist OOH

at  Unilever

PLEASE NOTE: THE DEADLINE FOR APPLYING IS 23.59 THE DAY BEFORE THE JOB POSTING END DATE.

Job Title: Ice Cream Customer Execution Specialist OOH
Location: Kingston
Work-Level: 1B
ABOUT ICE CREAM: Life Tastes Better With Ice Cream
As ice cream makers we are serious about happiness. With warm hearts, we create the coolest products, and we supply them to our consumers. As the largest ice cream company in the world, we have over 100 years of experience in delivering smiles, and we plan to continue this for many more years to come. If you are in the current Unilever Ice Cream business or considering working for the newly separated Ice Cream business, you will work for the Global leading Ice Cream player in a growing category where we are part of the 1 trillion snacking and refreshment industry, growing consistently at high pace. We are investing to unlock the full growth potential of Ice Cream as a standalone entity, once we separate from Unilever, which is planned to happen by November 2025. Committed to innovation, quality, and sustainability we have 35 brands, including 3 one billion Euro brands (Magnum, Wall’s, Ben & Jerry’s), a strong presence in over 60 countries, generating annual revenue of over $8 billion, of which 2.8b comes from Europe region. As part of the supply chain team, you will turn the ordinary into the extraordinary by supplying unique and high-quality product to our customers and consumers, coordinating the entire E2E supply chain network in an efficient and sustainable way.
The UKI is one of the biggest ice-cream markets in Europe and the wider world, delivering nearly £500m turnover across Retail, Out-of-Home and D-COMM channels. This role is an exciting opportunity to join the UKI SCLT leadership team and lead the In-Home Customer Services team which is the largest share of business at 70% and now includes DCOMM and ICNOW channels.

PROJECTS, INNOVATION & CAPABILITIES

• Monitor execution of exceptional events (NPD, Shippers, WIGIGs etc) to troubleshoot order issues and ensure OTIF delivery.
• May be expected to lead on the one or more of the following ad-hoc order processes for sample, charity, remnant and residual customers.
• In collaboration with subject matter expertise onboard new technical solutions into day-day-day operations, working within standardised ways of working to realise efficiency gains e.g. customer portal.
• This role may be asked to support and/or lead on specific projects or process improvements.
• Keeping up with the pace of technological change is an expectation in this role.

MINIMUM REQUIREMENTS

• Proficiency in English & Maths.
• Ability to manage time effectively and to plan workload.
• Strong communication and interpersonal skills, with ability to work with external partners (customer and 3rd parties.)
• Good adherence to standard processes.
• Good problem-solving skills and an ability to think logically.
• Good quantitative analytical skills.
• The ability to stay calm & focused in fast-paced situations.
• A customer-focused mindset, seeking to exceed their expectations where possible.
• Willing and able to travel to meet customers.

IDEAL REQUIREMENTS

• Intermediate skillset in Microsoft Excel.
• Experience with SAP or other ERP software.
• Experience working with retail customers.
• Experience working in logistics, planning or commercial roles.
• An understanding of basic financial / commercial measures and how supply chain roles can influence them.
• A good grasp of supply chain fundamentals.

JOB PURPOSE

The Customer Execution Specialist’s OOH role, reports to the Ice Cream Customer Service Manager . OOH, New Business model & Ireland and is primarily responsible for ensuring the smooth running of the Unilever Ice Cream daily order cycle. They are the face of Unilever’s Supply Chain to customers and 3rd party logistic partners regarding any operational queries. They work closely with our third-party partners and are to are responsible for troubleshooting current order issues, whilst working to root cause and eradicate repeat issues through a process of continuous improvement. The key focus of the role is driving to make Unilever the preferred supplier to our customers, whilst also running efficient and effective processes in a standardised way.

MANY OF THE RESPONSIBILITIES BELOW ARE TO BE DONE IN PARTNERSHIP WITH THE CUSTOMER SERVICE MANAGERS AND THEIR TEAMS, DESPITE THIS NOT BEING A DIRECT REPORTING LINE.

• Investigation & RCA of logistic issues – including but not limited to FTAs, FTDs, Returns, Refusals and Logistic Claims with third party logistic teams and customers to identify route cause and reduce recurrence.
• Analysis of the trends around PEGA tickets, and the delivery of a programme to reduce the number of PEGA tickets over time.
• RCA of individual PEGA tickets and develop action plans with customer and CCS to reduce recurrence.
• Support identification of repeat service losses and share with CCS to help eradicate.
• Support CCS in reviewing compliance with logistics trade terms and identifying opportunities to improve with customers. This includes analysis of order patterns, load fill, volumes, full pallets, cancellation/amendment of orders post-creation of delivery note (ORCHID system), etc.
• Collaborates with third parties and internal stakeholders to influence the continuous improvement of reports, processes and ways of working pertinent to this role & its interfaces.
• Share trade terms reporting with relevant stakeholders.
• Analyse data and identify trends in delivery issues, creating action plans and where appropriate work with their customer(s) to reduce the number of incoming claims and improve invoice accuracy.