Product Support Specialist - Unilever Food Solutions

About the position

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.

Responsibilities

• 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 inquiries.
• 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.
• 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.

Requirements

• 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.

Benefits

• 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
• Access to numerous voluntary benefits