Customer Collaboration Specialist GDM

Job Title: Customer Collaboration Specialist GDM

Work Location / Type: Katowice/ Hybrid

About the company:

LIPTON Teas and Infusions is the world’s largest tea business, with world-class, purpose-driven brands such as Lipton, Pukka, Tazo, Lyons, T2 and PG Tips. We are truly united in one purpose: growing a world of wellbeing and creating value for all and the planet.🌍

If you’re a diverse thinker who takes personal ownership to connect ideas and make impactful things happen, someone who shares our values around humanity and courage and someone who enjoys a good cuppa tea (on the house!), then we could be a good match!

Key Responsibilities:

• Act as an escalation point of contact and proactively manage customer relationships across different global regions 
• Collaborate with cross-functional stakeholders (Sales, Finance, Supply) to ensure business and customer needs are met.
• Drive continuous improvement projects with customers to enhance experience and reduce cost to serve.
• Ensure Global Distributor markets meet operational and financial performance targets.
• Optimize services in distributor markets by maximizing order fulfilment, ensuring timely delivery, and providing necessary documentation.
• Manage key supply chain issues between customers and Lipton.
• Oversee the end-to-end claim cycle, including follow-ups and root cause analysis.
• Provide planning and sales teams with insights based on a deep understanding of customer systems and processes.
• Communicate relevant upcoming Lipton activities to customers.
• Maintain high levels of customer satisfaction.
• Onboard new distributors to cover white space markets or accommodate customer changes.
• Accountable for handling of major variances to customer ordering pattern or requirements, such as economic challenges or changes in local regulations
• Support project activities with customers to improve service or delivery efficiency.
• Provide backup support to the customer service team during absences or peak periods.

Qualifications & Experience:

• Fluent English will be essential for daily work activities
• Proficient Spanish will be beneficial for daily job
• Bachelor’s degree in sciences or business (preferably Supply Chain and/or Logistics).
• At least 1 year of business experience in Customer Service process.
• Open to adjusting work schedule to support cross-time zone collaboration, including working later hours (e.g., until 6–7 PM) when needed.
• Familiar with SAP functionalities as a plus (with preference for SAP S/4HANA).
• Service oriented attitude.
• Good verbal and written communication skills.
• Action orientated to deliver results under time pressure.
• High analytical skills.
• Proven track record on improvement performance.

What we offer:

• Working at Lipton Services, you will be the part of a great team of specialists and managers who support various Lipton global processes, including Order to Cash, Planning, Global Control Tower, Customer Collaboration, Master Data Management and many others.
• Lipton Services office - where this role is opened - is located in Katowice city center on Dworcowa 8 St., close to railway station. You can't imagine better location if you commute to work by train or by bus.
• We value from the proximity of our Lipton Factory in Katowice Szopienice. You will visit this Lipton site in first weeks of work as a part of your onboarding process.
• It is important for us to celebrate together our successes and engage in the initiatives like Poland Business Run, Szlachetna Paczka or various office events related to wellbeing, integration, DE&I or just tasting our fabulous tea!
• We don't have a dress code and we have a hybrid working model:)
• Our benefit package includes Health Insurance, Multisport card (the cost is shared between employee and employer), life insurance, PPK and PPE pension schemes, Employee Assistant Program (incl. psychological support) vacation allowance, additional birthday holiday and a lot of tea.