Customer Experience Analyst

Description

Position Summary: Ensure an exceptional customer experience by optimizing the order and returns process, guaranteeing operational accuracy and continuous performance monitoring. Key Highlights: 1. Order and returns process optimization 2. Advanced use of SAP and BI tools 3. Driving continuous improvement initiatives **Customer Experience Service Analyst** ======================================= **Function:** Customer Experience **Scope:** Local **Location:** Santa Cruz Regional Office **Terms & Conditions:** Full time **ABOUT UNILEVER** ---------------------- With 3.4 billion people across more than 190 countries using our products daily, Unilever makes a real impact on the world. We work with brands that our consumers love and that improve the lives of the communities around us. Our purpose drives us: *making sustainable living commonplace*, and we firmly believe that doing business the right way drives superior performance. Our people are at the heart of everything: when we work with purpose, we build a better company and a better world. **PURPOSE OF THE ROLE** ------------------------- Ensure an exceptional customer experience through end-to-end control, optimization, and monitoring of the order and returns process, guaranteeing operational accuracy, advanced SAP usage, and continuous performance monitoring of the modern trade channel and its deliveries. **WHAT WILL BE YOUR KEY RESPONSIBILITIES?** ---------------------------------------------------- * Monitor and optimize the **Returns** process, generating **credit notes**, coordinating their closure, and tracking incidents via ongoing action plans. * Coordinate **modern trade order planning** and ensure proper **delivery coordination** to customers. * Use **SAP (advanced level)** for order and returns management and key information control. * Analyze operational and performance data using **BI tools** to support decision-making and continuous improvement. * Monitor service indicators, identify deviations, and initiate corrective and preventive actions. * Ensure effective communication across internal functions such as logistics, transportation, finance, and customer service. * Guarantee accurate documentation and process traceability in line with Unilever’s internal standards. * Drive continuous improvement initiatives focused on simplification, efficiency, and customer experience. * Perform all other duties inherent to the role as assigned by your manager or the company. **WHAT YOU’LL NEED TO SUCCEED** --------------------------------------- * Advanced **SAP** proficiency. * Proficiency in **BI tools** (Power BI or similar). * Experience in Customer Service, logistics, order-to-cash, or related areas. * Knowledge of order and returns management, document control, and service KPIs. * Analytical ability and process orientation. * Excellent communication and collaborative working 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.