Job Title: Customer Service Specialist

Workstream: Order to Cash (O2C)

Job Type: Permanent Contract

Work Location: Dubai, United Arab Emirates, Lipton Jebel Ali

About ekaterra:
With an annual turnover of around \xe2\x82\xac2bn, ekaterra is the world\xe2\x80\x99s largest tea business, with world-class, purpose-driven brands such as Lipton, Pukka, Tazo, T2 and PG Tips. \xe2\x80\x98eka\xe2\x80\x99 is a word taken from the Sanskrit language which means unity and one purpose, while \xe2\x80\x98terra\xe2\x80\x99 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\xe2\x80\x99s 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 role will be part of a team of Customer Collaboration who report to the Customer Collaboration Manager and support them by conducting services relating to Customer Services. This will require working closely with global O2C, Go to Market and Supply Chain to meet Customer Services KPIs and financial targets.

Your Key Responsibilities:

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

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

Service optimisation through working with customers to maximise stock on orders and minimise obsoletes\xe2\x80\x8b

Manage key supply chain issues between customer and ekaterra

Manage claim cycle end-to-end, including following up overdue responses and root cause analysis

Provide planning and sales team with insight from detailed understanding of customer systems and processes

Communicate information to the customer about relevant upcoming ekaterra activities

Project activities with the customer to improve ekaterra service or delivery efficiency

Report, analyse and deliver on KPIs by implementing continuous improvement activities related to availability, inventory, forecasting, execution of events and value creation

Maintain customer satisfaction levels

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

Alert planning team to critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand

Handle major variances to customer ordering pattern, such as depot or store openings and network changes

Support total customer service team and maintain operational cover in times of absence or other priorities

Skills and Experience

Bachelor\xe2\x80\x99s degree in Sciences or business (preferably Supply Chain and/or Logistics)

At least 3 years business experience preferably in Customer Service process

Familiar with SAP functionalities (with preference for SAP S/4HANA)

Good verbal and written communication skills

Action orientated to deliver results under time pressure

High analytical skills

Proven track record on improvement performance

Service oriented attitude

Able to adapt to changes quickly

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\xe2\x80\x99s 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\xe2\x80\x99s 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.

Unilever is an organisation committed to equity, inclusion and diversity 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. At Unilever we are interested in every individual bringing their \xe2\x80\x98Whole Self\xe2\x80\x99 to work and this includes you! Thus 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.

Unilever