Customer Service Global Coordinator

Unilever is currently hiring for Customer Service Global Coordinator

Function: Customer Service

Scope: International

Location: Bosques, Mexico City

Terms & Conditions: Full time, this role doesn´t have relocation bonus

JOB PURPOSE

•Drive service improvement through root cause analysis and driving action planning across key customers, markets and clusters.

•Develop and implement customer service initiatives and capabilities in collaboration with clusters and markets to improve supply chain processes, activities and resulting measurements.

•Champion adherence to supply chain best practices.  Collaboratively manage multiple links within overall global customer supply chain function to achieve excellence in customer service.

•Represent Unilever with 3rd party suppliers in engagements.  Resident expert in external market and trends that provide valuable insights back to Unilever.  

•Lead strategy projects that drive value and growth for Unilever.

KEY RESPONSIBILITIES

•Drive service improvement through root cause analysis and driving action planning across key customers, markets and clusters.

•Develop and implement customer service initiatives and capabilities in collaboration with clusters and markets to improve supply chain processes, activities and resulting measurements.

•Champion adherence to supply chain best practices.  Collaboratively manage multiple links within overall global customer supply chain function to achieve excellence in customer service.

•Represent Unilever with 3rd party suppliers in engagements.  Resident expert in external market and trends that provide valuable insights back to Unilever.  

•Lead strategy projects that drive value and growth for Unilever.

1. Process Excellence & Technology Implementation 

•Bring deep process expertise to design and implement customer service improvement projects with cluster excellence teams to drive service KPI and process improvements

•Work closely with cross functional colleagues both internally and externally as one team and aligning expectations while holding others accountable

•Co-own improvement results with market teams

•Build effective and engaged global communities of practice

2. Performance Improvement Reviews and Insights  

•Regular review of service both internal a customer perspective for markets and global customers. Review hotspots to understand root causes and drive actions for recovery

•Review customer satisfaction survey results and build clear analytics and insights to improve customer perception of Unilever. Drive action plans with key markets

•Bring E2E thinking to facilitate deep dive reviews with market teams by facilitating workshops, redesign, and project management 

•Regular touch base with key Customer-Market cells, to understand key pain points, market dynamics, key customer interactions and engagements.

3. Drive Global Customer Supply Chain Network  

•Leverage Unilever global customer relationships in key markets to find breakthroughs in the E2E SC and develop global capabilities for customer excellence.

•Be the global SC key contact for global customers and build the customer network across all stakeholders, key markets, SC sponsor, CD, global customer etc.  

•Understand the E2E Customer SC with key customer cells and tell the story to leverage for greater integration and alignment between parties. 

•Gather Best Practices, Success Stories and Key WoW to share and communicate across relevant markets.

4. Facilitate Customer Service Community & Network 

•Engage regularly with market/ cluster teams and provide them the support to overcome process gaps and challenges.  

•See the “big picture” in the Unilever supply chain and share best practices across markets in a way that is concise, streamlined, and compelling 

•Build effective and engaged global communities of practice

Performance Deliverables: 

Global Service, Customer Satisfaction, Process Excellence

REQUIRED QUALIFICATIONS

• Minimum Bachelor Level Degree
• Proficiency in PowerApps, PowerBI, PowerAutomate, Azure Databricks, and Excel advanced
• APIC qualifications (CSCP), desirable  

PREFERRED QUALIFICATIONS

• Business acumen, to be able to connect to BGs, BUs, CO teams across the globe. 
• Strategic thinking to identify and innovate in better ways to report and draw insights, which can drive to better decision making. 
• Passion for digitalization, process orientation and external benchmarking. 
• Ability to execute, strong accountability to deliver, and passion for high performance. 
• Stakeholder management, organizational awareness and ability to engage with key stakeholders to drive actions and get support. 
• Understanding of RTVA products, data, and analytics tools. 
• Strong analytical and problem-solving skills. 

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.