Customer Collaboration Specialist - ekaterra

Job Description

Job Title: Customer Collaboration Specialist WorkLocation:Karachi Head OfficeWL: WL1Job Type:Full-timeTravelrequired: LimitedAbout ekaterra Unilever is proud of its tea business ekaterra, the biggest in the world, with world class purpose driven brands such as Lipton, PG tips and Pukka. eka stands for unity and one purpose while terra stands for earth and nature. As ekaterra we are united in one purpose: growing a world of wellbeing through the regenerative power of plants. Recently Unilever announced that it had agreed to sell ekaterra to CVC Capital Partners Fund VIII.Present in more than 100 countries, ekaterra generated revenues of ?2 billion in 2019. With 11 production factories in four continents and tea growing estates in three countries, ekaterra is a profitable and growing business offering a world of wellbeing with the regenerative power of plants to hundreds of millions of consumers. As a standalone entity, ekaterra is even better positioned to lead the industry with dedicated focus driving greater growth and value.Under CVC?s ownership, ekaterra has an exciting future ahead with opportunities for increased investments in our brands, our people and our capabilities. Combining the strength and scale of its global iconic brands with speed and agility, ekaterra is brewing a ?corporate start-up? mindset that?s opening-up new opportunities to flourish every day ? both for its business, and its people.At ekaterra, we work alongside people who put consumer love at the heart of every decision. Diverse minds who celebrate new ideas, share our values and the commitment we have for the wellbeing of all. In return, we create an environment that gives our people space and freedom, where they can grow as leaders. A connected community where ideas can thrive. Where you explore new challenges. Learning all you need to master your field, and even more about yourself.Be part of this amazing blend. Join our collective and help us grow a better world of wellbeing and a better you.The qualities we look for in you: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.Your role:This permanent role will be part of a team of Customer Collaboration Specialists who report to the Pakistan 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.YourKey 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

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.

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