Customer Service Capabilities Specialist

Customer Experience Capabilities Specialist

WL 1C

Background & Purpose of the Job

As the Customer Service Capabilities Specialist, you will help drive overall improvement for the Customer Experience team, specifically focused in the Order to Bill process. You will be responsible for implementing operational improvement initiatives and driving efficiency in day to day Order Management Activities. The ideal candidate is curious, a natural dot connector and constantly looking for opportunities to streamline existing processes, unlock revenue generation, cost savings, and efficiencies.

The Customer Experience Capabilities Specialist will be partnering with internal customer development, various functions within supply chain, and customer strategy, and most importantly will liaise and oversee our external organization of specialists regarding Order Management.

Who You Are & What You’ll Do

• You love the power of data and will support the team in various reporting and analytics and insight scenarios.
• You’re a born leader: With direct responsibility for our allocations process, as well as, key support for Order Management activities, you will help oversee our team members with our strategic partners
• You’re a subject matter expert: As a subject matter expert in SAP and the Order to Cash process, you will assist the team to trouble shoot issues, partnering with our colleagues in the North American MDM and Customer Operations team as required.
• You’re an early adopter: You will lead the charge to drive automation and process efficiency in our Order to Bill processes, developing and deploying technology in our aligned roadmap
• You’re a dot connector: Through deep understanding of the end to end process, you will connect teams, internal and external, to drive continuous improvements and make the team better

Education And Training

What You’ll Need To Succeed

• Ability to hold others accountable to ensure process compliance
• Strong communication and bias for action
• Ability to understand the technical details and be able to provide an overview of those details to a non-technical audience
• Multi-tasking will be a core component of the role as there are many facets to the role
• Passion for problem solving
• 2+ years of Customer Service experience; Strong working knowledge of the Order to Cash process
• Customer Service mindset that promotes approachability
• 4+ years of Unilever experience
• Undergraduate degree in Supply Chain Management, Logistics, Business-related field or relevant work experience
• Deep technical understanding of SAP

Unilever Canada is an organization committed to diversity and inclusion 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. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, marital status, family status, disability, genetic characteristics, and a conviction for which a pardon has been granted.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at [email protected]. Please note: These lines are reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.

Unilever Canada est une organisation engagé à la diversité et à l'inclusion pour stimuler nos résultats d'affaires et créer un meilleur avenir chaque jour pour nos employés, les consommateurs globaux, les partenaires et les communautés. Nous croyons qu'un effectif diversifiée nous permet de faire correspondre nos ambitions de croissance et de stimuler l'inclusion dans l'entreprise. Tous les candidats qualifiés recevront la considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l'orientation sexuelle, l'identité ou l'expression de genre, l'âge, l'origine nationale ou ethnique, l'état matrimonial, la situation familiale, l'invalidité, les caractéristiques génétique, et une condamnation pour laquelle un pardon a été accordée.

Si vous êtes une personne handicapée qui a besoin d'aide à tout moment au cours de notre processus de recrutement, veuillez communiquer avec nous au [email protected]. Veuillez noter: ces lignes sont réservées aux personnes handicapées ayant besoin d'aide et ne sont pas un moyen d'enquêter sur les postes.