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ekaterra - Order Management & Claims Supervisor

Kuala Lumpur, Kuala Lumpur

Who we are…and what we do 

With an annual turnover of around 2bn, ekaterra is the world’slargest tea business, with world-class, purpose-driven brands such as Lipton, Pukka, Tazo, T2 and PG Tips. eka’ is a wordtaken from the Sanskrit language which means unity and one purpose, while terrarepresentsthe 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, deliveringhigher 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, weput 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 workingculture 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 role is responsible for driving Order Management & Claims activities within Australasia.You will be in charge of leading the team and supporting the setting up of the team through recruiting Order Management & Claims Specialists across the region. This role will be reporting to the Australasia O2C Regional Hub Manager. 

Your Key Tasks

  • Lead a team of Order Management & Claims Specialists in a high quality, efficient, effective Order Management & Claims unit 

  • Accountable for the processing of customer sales orders and follow-ups on their status ​

  • Accountable for coordination with credit controls to resolve credit issues and ensure order fulfilment

  • Accountable for the Order Management & Claims team working with customer services and supply chain to optimise order fulfilment

  • Accountable for facilitation and monitoring of warehouse shipments processing and follow up on their status 

  • Accountable for continuous monitoring of On Time, In Full goods delivery

  • Accountable for classification and responses to customer queries

  • Accountable for allocation of product in line with customer segmentation in the event of shortages

  • Accountable for registration and classification of claims

  • Accountable for forwarding of cases to appropriate stakeholders in line with table of authority

  • Accountable for settling approved claims

  • Accountable for reporting on E2E claims process and lifecycle management

  • Ensure that Australasiameets all the operational and financial performance targets and obligations for Order Management & Claims process 

  • Collaborate with cross-functional stakeholders to ensure business and customer needs are being met

  • Manage recruitment of Order Management & Claims Specialists

  • Support with training of new team of Order Management & Claims Specialists to ensure full readiness for go-live

Skills and Experience 

  • Bachelor’s degree in Sciences or Business (preferably Supply Chain and/or Logistics)

  • 5 years business experience preferably in Order Management and Claims processes

  • Experience with SAP functionalities (with preference for SAP S/4HANA)

  • Good verbal and written communication skills

  • Action orientated to deliver results effectively

  • High analytical skills

  • Proven track record on improvement performance

  • Excellence in line management

  • Service oriented attitude

  • Able to adapt to changes quickly

  • Fluent in English language, any additional language across the region is an added advantage

Who we are looking 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 we can offer 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.

Excited about the Role?

Please apply online by clicking on “Apply” below. Your application will be reviewed against our requirements. Should you not meet our immediate requirements, your profile will be registered in our talent pool system and we will match your profile to suitable future vacancies.

You will be able to access your status update through the candidate tracking link.

Thank you for your interest and application.Should you require additional information, please contactRinnah Loh via this email: rinnah.loh@ekaterra.com

ekaterra is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. We are interested in every individual bringing their whole self to work and this includes you! Therefore, 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.

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