Ksa Customer Experience Specialist West

1 week ago

Jeddah, Saudi Arabia Unilever Full time

**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.)

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