Ice Cream Customer Execution Specialist Ooh

**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.

**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.

**RESPONSIBILITIES**

**Key Metrics**
- Fulfilment Rate - Dispatch Rate %, CCF / Customer Measure of Service
- Customer Service Inbox - volume of mails & turnaround time.
- Customer Service - AGS
- Logistic Efficiency - FTAs, FTDs, Returns, Refusals, Logistic Claims
- PEGA tickets - number and time to resolve
- Month end open items - deliveries, returns, orders
- Order Fulfilment cycle time
- Order accuracy
- Lead time adherence
- Customer Trade Terms Compliance to LET grid

**Operations & Systems**

**Order to Deliver**
- Point of escalation for support and issue resolution in a timely manner relating to all operational activities involved in the daily order cycle - including but not limited to PEGA ticket resolution and Order Fulfilment team queries.
- Manage rebooks and logistics issues with customer and 3PL partners, where customer insights and decisions are required.
- Support 3rd party partners (such as warehouse, order fulfilment, etc) with execution of O2D processes in times of contingency.
- Ensure compliance to all applicable month end controls.
- Manage any exceptional issues - including but not limited to uplifts & lead-time exceptions.
- Provide bank holiday operational O2D cover as part of agreed rota within Customer Execution team.
- Implement supply chain initiatives with key contacts at the customer (e.g. setup of new delivery point, lead-time reduction, weekend ordering etc).

**Bill to Cash**
- Prompt resolution of Logistic Claims to support delivery of cash.
- Understanding of the wider Order to Cash process and interactions between O2D and B2C, such as (but not limited to) where manual keying of orders could create additional complexity for commercial teams.

**Systems that a role holder would be expected to use or interpret includes but is not limited to - SAP, PEGA, High Radius,**PowerBI**, MS Office, Customer Portals.**

**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.
- 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.

**Continuous Improvement & Problem Solving**

**Many o