Customer Experience Analyst

2 weeks ago

Sydney, New South Wales, Australia Haleon Full time

Job Description:

Site Name:
Australia - NSW - Sydney Metro

Posted Date:
Jan 6 2023

Hello. We're Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we're improving everyday health for billions of people.

By growing and innovating our global portfolio of category-leading brands - including Sensodyne, Panadol, Advil, Voltaren, Otrivin, and Centrum - through a unique combination of deep human understanding and trusted science.

What's more, we're achieving it in a company that we're in control of. In an environment that we're co-creating. And a culture that's uniquely ours. Care to join us. It isn't a question.

The Role:

Join our customer collaboration team for a 12-month contract as a Customer Experience Analyst. The role is responsible and accountable for customer

service activities within Haleon.

The role will manage all order to cash activities to better align the needs of our customers with our end-to-end supply chain.

The position is to evolve how we operate within customer service so that our customer's needs, and expectations dive the way we manage our supply, and add value for our customers, and enable a strong process and quicker decision making and improved service delivery.


Key Responsibilities:

  • Own the full process of order to deliver
  • Deliver or exceed KPIs targets (OTIF, returns, call centre performance, claims resolution) for the assigned markets.
  • Deliver optimised customer service and product availability and cost to serve to respective commercial area
  • Work closely with Warehouse & Distribution, Demand and Supply and thirdparty logistics providers to deliver excellent Customer Service to internal and external customers
  • Work collaboratively with sales colleagues to manage customer requirements
  • Claim management for allocated customers primarily stock related claims

Skills & Experience

  • SAP experience
- knowledge of Customer Service and supporting systems

  • Ability to manage Third Party companies
  • Proven cost reduction efforts
  • Demonstrable analytical abilities and the ability to assess the financial impacts of any changes to customer service and repacking requirements
  • Exceptional interpersonal skills and problemsolving capabilities
  • Ability to work independently and build crossfunctional partnerships across the organization

Our Benefits:

  • Great growth opportunities for passionate people
  • Opportunities for hybrid working flexibility to suit your lifestyle
- home & office

  • An additional 5 "leave days per year.
  • Health and Wellbeing benefits and program
  • Amazing discounts at top retailers across Australia

Diversity, Equity, and Inclusion


At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone.

We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives.

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.


At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone.

We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives.

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Haleon is an Equal Opportunity Employer.

All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.


Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, Haleon may be required to capture and report expenses Haleon incurs, on your behalf, in the event you are afforded an interview for employment.

This capture of applicable transfers of value is necessary to ensure Haleon's compliance to all federal and state US Transparency requirements.

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