Customer Collaboration Specialist, O2C, ekaterra, UAE

Job Title: Customer Collaboration 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 €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 be part of a team of Customer Collaboration
Specialists who report to the [Market] Customer Collaboration Supervisor 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 Tasks:
* 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
* 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's 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
* UAE residents with valid sponsorship is a must
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. 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 contact Shahdan Zahran, AMET Talent Sourcing Lead
[email protected]
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.
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.