O2C Customer Collaboration Specialist, ekaterra, Durban at Unilever

Full Job Description

Job Title: Customer Collaboration Specialist, Order to Cash, ekaterra, Lipton

Job Type: Permanent Contract

Work Location: Durban, South Africa

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
• English language is a must
• Durban residents is a must