Customer Collaboration Supervisor, Supply Chain, Egypt, ekaterra Lipton Tea

Job Title: Customer Collaboration Supervisor, Supply Chain, Egypt, ekaterra
Lipton Tea

Job Type: Permanent

WL: Order to Cash (O2C) Global Lead

Reporting to: [Region] Customer Collaboration Manager

About ekaterra

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 [Region] Customer Collaboration
Manager. The [Market] Customer Collaboration Supervisor will lead Customer
Services activities for [Market], leading a team of Customer Collaboration
Specialists. The [Market] Customer Collaboration Manager will also support in
building up a team through recruiting the Customer Collaboration Specialists.

Your Key Responsibilities
* Lead a team of Customer Collaboration Specialists in a high quality, efficient, effective customer service unit for [Market]
* Act as a key point of contact and proactively manage and maintain customer relationships for [Market]
* Collaborate with cross-functional stakeholders to ensure business and customer needs are being met
* Drive continuous improvement projects with customers to improve customer experience and reduce cost to serve
* Ensure that Customer Collaboration in [Market] meets all the operational and financial performance targets and obligations
* Optimise services in [Market] through working with customers to maximise stock on orders and minimise obsoletes
* Accountable for management of key supply chain issues between customers and ekaterra
* Accountable for end-to-end claim cycle, including following up overdue responses and root cause analysis
* Accountable for providing planning and sales team with insight from detailed understanding of customer systems and processes
* Accountable for communication of information to customer about relevant upcoming ekaterra activities
* Accountable for maintaining customer satisfaction levels
* Accountable for alerting planning team critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand
* Accountable for handling of major variances to customer ordering pattern, such as depot or store openings and network changes
* Lead project activities with the customer to improve ekaterra service or delivery efficiency
* Manage recruitment of Customer Collaboration Specialists for [Market]
* Support with training of new team of Customer Collaboration Specialists to ensure full readiness for go-live

Skills and Experience
* Bachelor's degree in Sciences or business (preferably Supply Chain or Logistics)
* At least ‎5 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
* Excellence in line management
* Service oriented attitude
* Able to adapt to changes quickly
* Languages required by [Market] [TBC]
* 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.

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 'Whole Self' 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.