Job Tile: Bahrain Customer Facing Specialist
Location: Khobar / Dammam / Bahrain
Job Scope:
Job Scope:
Key purpose of this role is to establish the customer experience department in Bahrain and ensure customer satisfaction through proactive communication and collaboration through assessing the customer experience end to end cycle 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.
Roles & 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.
- Integrating new customers and channels into existing processes in close alignment with internal stakeholders.
- 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:
- Bachelor’s degree in Business or Engineering
- Passion for Growth
- Team Commitment
- Objective Analytical Power
- Influencing Others
- Developing yourself
- Excellent communication skills
- Project Management
- Lean mindset
Key Requirements:
- Full proficiency of English and Arabic language
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.
