Job Description

Product Support Specialist

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people we believe that when our people work with purpose, we will create a better business and a better world.

At Unilever, your career will be a unique journey, grounded in our collaborative and flexible working environment. Our organizational ambition centers around creating workplaces that foster equity, diversity, inclusion, and belonging across all aspects of our business. We don't believe in the 'one size fits all' approach and instead we will equip you with the tools you need to shape your own future.

Unilever Food Solutions (UFS) is an independent Global Business Unit, which is the 5th largest BU in Unilever. UFS is ~20% of Nutrition BG and operates in 76 markets with a Turnover of about 3 Bn. We have a compelling ambition: To be a 5 Bn business by 2030, becoming the leader in digital selling in the food service industry, the best solution provider for our Operators and the planet, and a Winning People Engine.

UFS operates with a different business model that has a greater emphasis on chefs and field sales to drive demand creation with operators in a B2B setting. UFS is a unique business within Unilever, with a constant focus on executional excellence and consistent productivity improvements leading to significant value creation and enabled by rich expertise in the professional foodservice channel.

UFS is the place where we are all striving to be Chefs supporting Chefs! At UFS we have an entrepreneurial culture with a commitment to speed, simplicity, and trust, whilst having a hunger to grow both our business and our people. It is the place where you can be a risk taker, test and iterate, and be a trendsetter. You can think and work like an owner of our own business and be ahead of the curve. With the purpose of "We free you to love what you do" and the DNA "having empathy for the people we serve and the expertise to meet their needs 24/7" you will become a part of a "People-to-People organization."

Job Purpose

Unilever is the place where you can bring your purpose to life with the work that you do creating a better business and a better world. The Product Support Specialist owns the Customer Inquiry Experience for UFS and is responsible for designing and implementing processes and digital tools to drive continuous improvement. The Product Support Specialist is a core member of the CD Operations team supporting Customer Development teams with required product information and content to complete the selling process. This role works close with the Marketing team, Customer Excellence Center (CEC), Research and Development (R&D), Manufacturing and Quality teams to support customer inquiries.

Main Responsibilities

Product Data Support Related Tasks:

• Owns accurate product data flow from Unilever source systems to customer interfaces. Audit internal and external facing user interfaces ensuring quality data flow and collaborate with counterparts to solve issues.
• Lead and/or assist projects to continuously improve the automation in areas of responsibility.
• Coordinate workflow to keep product compliance-related statements, certifications, and letters up to date, issuing customized product compliance documentation on demand.
• Populate customer-provided surveys, questionnaires, RFPs, and RFIs with product data.
• Provide product data and documentation to support the selling process, including populating Customer Product Compliance Websites (e.g., Repositrak, TraceGains, FoodLogiQ) with required documents and product statements.
• Publish monthly price lists and create customer-facing versions.
• Respond to Product Data inquiries submitted to the Service portal as Level 2 support. Coordinate with functional experts such as R&D and Quality to resolve Level 3 inquires.
• Maintain and create process documentation and knowledge articles related to the role.
• Manage the relationship with the Unilever Consumer Engagement Center, ensuring they have the necessary information and training to respond to customer inquiries.

Sales Enablement Tool Related Tasks:

• Manage user access and profiles to enable relevant content for user groups.
• Curate marketing content into Showpad content clusters.
• Create Showpad pages based on guidelines in collaboration with content owners.
• Maintain Showpad structure and asset library standards.
• Conduct bi-annual structure updates and cleanups for assets, tags, and experiences.
• Assist with integration projects related to Showpad and conduct User Acceptance Testing.
• Manage Showpad Announcements.
• Implement new Showpad features and continuously train users to keep engagement high.

What You Will Need To Succeed

Experiences & Qualifications:

• Bachelor's degree in business, Marketing, Food Science, Nutrition Science, Information Systems, or a related field.
• Minimum of 3 years of experience in product support or a related role.
• Excellent organizational and project management skills.
• Detail oriented. A meticulous team worker with effective communication and people skills.
• Ability to work independently and as part of a team.
• Ability to manage the delivery of a wide variety of information in the areas of insurance, HAACP, nutrition and sustainability.
• Strong knowledge product data management. Having working knowledge on following systems is an asset: PIM, PLM, Showpad, Syndigo, Salesforce, Chatbots, Inquiry queue management.
• Experience in managing integration projects and launching new software.
• Working knowledge on Microsoft 365 suite and Adobe Acrobat DC
• Having R&D/regulatory background is an asset.
• English fluency is required. Proficient level of French and or Spanish is an asset.

Skills:

• Product Data Management, Service/Inquiry Management, Digital Awareness, Effective Communication, Project Management

Leadership:

• You are energized by delivering fantastic results and high quality customer service. You are an example to others both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.
• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.

• Critical SOL (Standards of Leadership) Behaviors:
• PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner's mindset, using data and insight to make decisions.
• PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
• CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
• PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
• AGILITY: Explores the world around them, continually learning and developing their skills.

Pay: The pay range for this position is $69,360 to $104,040. Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.

Bonus: This position is bonus eligible.

Long-Term Incentive (LTI): This position is LTI eligible.

Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions

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