Customer Collaboration Specialist- Lipton Teas and Infusions Tazo, Pukka)

Job Title: Customer Collaboration Specialist

Job Type: Full Time

Job Location:Preferred locations: Englewood Cliffs, NJ or REMOTE in Northwest Arkansas and/or Minneapolis

Travel: Up to 20%

Who we are:

With an annual turnover of around €2bn, ekaterra is the world’s largest tea business, with world-class, purpose-driven brands such as Lipton, Pukka, Tazo, T2 and PG Tips. ‘eka’ is a word taken from the Sanskrit language which means unity and one purpose, while ‘terra’ represents the earth and nature. As ekaterra we are truly united in one purpose: growing a world of wellbeing through the regenerative power of plants.

In July 2022, CVC Capital Partners Fund VIII took over the full ownership of the ekaterra business from its previous owner, Unilever. As a standalone entity with a dedicated single-category focus, ekaterra is even better positioned to lead the tea industry, delivering higher growth and value, and a greater impact on the wider world. With 11 production factories in four continents and tea growing estates in three countries, ekaterra is a profitable and growing business whose brands reach hundreds of millions of consumers. It has a presence in over 100 countries.

Under the ownership of CVC, ekaterra has an exciting future ahead with opportunities for increased investments in our iconic brands, our people, and our capabilities. Combining the strength and scale of our brands with a focus on speed and agility, ekaterra is brewing a corporate start-up mindset that’s opening-up new opportunities for its people to flourish every day.

At ekaterra, we put consumer love at the heart of every decision. We celebrate diverse thinkers who take personal ownership to connect ideas and make impactful things happen; people who share our values around humanity and courage and give their commitment to nurturing the wellbeing of all. In return, we offer a working culture that gives our people freedom and flexibility, and where they can grow both personally and professionally to master their field.

Be part of our amazing blend. Come and grow yourself and, in turn, help us to grow a world of wellbeing.

Your role:

This permanent role will report to the Customer Collaboration Manager.  The Customer Collaboration Specialist will lead Customer Services activities in relation to end to end order and claims management.

In addition, this role will oversee customer initiatives, drive continuous improvement projects, manage assigned strategic accounts and bridge cross functional communications in relation to supply chain, demand planning and sales – all in effort to build a reputation of customer service excellence.

Your key responsibilities:

• Ensure that Customer Collaboration team meets operational and financial performance targets and obligations.

• Act as a key point of contact and proactively manage and maintain customer relationships.

• Support best practice standardization and optimization for BAU operations related to order & claims management.

• Promote and drive standards of customer service excellence.

• Accountable for end-to-end claim cycle, including following up overdue responses and root cause analysis.

• Support recruitment, onboarding and development of new Customer Collaboration Team (when applicable)

• Accountable for engaging, leading and building relationships with designated strategic accounts assigned by Manager.

• Accountable for leveraging reporting and data to develop a baseline forecast that drives cross functional support for assigned strategic accounts at a customer level.

• Identify and communicate significant changes in customer ordering patterns, inventory, in stocks etc. with planning and demand teams.

• Prepare for and conduct weekly calls with internal team reviewing KPI’s, highlighting areas of risk and resolution strategies.

• Lead discussions with customer teams on their requested cadence

• Responsible for mitigation of any disconnect between supply and demand teams based off customer analysis.

• Accountable for maintaining customer satisfaction levels, monitoring store stock % and OTIF along with additional customer KPI’s.

• Drive continuous improvement projects with customers to improve customer experience and reduce cost to serve.

• Accountable for providing planning and sales team with insight from detailed understanding of customer systems and processes.

• Accountable for communication of key supply chain issues between customers and ekaterra

• Accountable for communication of information to customer about relevant upcoming ekaterra activities

• Lead project activities with the customer to improve ekaterra service or delivery efficiency.

Skills and Experience:

• Bachelor’s degree in sciences or business (preferably Supply Chain or Logistics)

• At least 5 years business experience in Customer Service, Order to Cash Process

• Previous experience with SAP functionalities (SAP S/4HANA preferred)

• Previous CPFR experience and expertise

• Action orientated to deliver results under time pressure.

• Strong analytical skills

• Excellent communication skills & ability to work cross functionally.

• Proven track record on improvement performance

• Service oriented attitude (i.e., customer first mentality)

• Resourceful, agile and solutions driven.

• Proficient in Microsoft suite

• Excellent verbal and written communication skills

• Fluent in English

The qualities we look for:

ekaterra is made up of a special blend of individuals which make our teams exciting and diverse. To be part of our blend we are looking for individuals who think Green and are environmentally conscious, who understand the power of simplicity and who are accountable for their actions. We want those who infuse mastery and passion in everything they do to create great products and unforgettable experiences for our consumers.

What's in it for you:

We believe that growth is for everyone, we believe in growing leaders, and we believe in making space to grow an owner’s mentality. Like nature, we adapt, we change, and we grow. We believe in connections over hierarchies and work levels. We have a 'corporate start-up' approach; we act with speed and agility, and we have the strength and scale of a large corporation. We are building a better world of wellbeing, and a better you.

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Unilever is an organization committed to diversity and inclusion 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  For more information, please seeEqual Employment Opportunity Posters

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at NA.Accommodations@unilever.com. Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses.