Order to Cash

**Job Title**

eDM O2C SME

Reporting to

eDM O2C Lead

**About Lipton Teas & Infusions**

Lipton Teas & Infusions is the biggest tea business 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 Lipton Teas & Infusions we are united in one purpose: growing a world of wellbeing through the regenerative power of plants.

Present in more than 100 countries, Lipton Teas & Infusions generated revenues of €2 billion in 2019, whilst part of Unilever. With 11 production factories in four continents and tea growing estates in three countries, Lipton Teas & Infusions is a profitable and growing business offering a world of wellbeing with the regenerative power of plants to hundreds of millions of consumers. Recently Unilever announced that it had agreed to sell Lipton Teas & Infusions to CVC Capital Partners Fund VIII. As a standalone entity, Lipton Teas & Infusions is even better positioned to lead the industry with dedicated focus driving greater growth and value.

Under CVC's ownership, Lipton Teas & Infusions 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, Lipton Teas & Infusions 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 Lipton Teas & Infusions, 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.

**Your role**

This permanent role is part of the Lipton Teas & Infusions Distributor Market (eDM) team, reporting to the eDM Order to Cash (O2C) Lead. The eDM O2C Subject Matter Experts (SMEs) will be initially be a project-based role supporting the Global O2C team and local supply chain and GTM teams with ensuring readiness for go-live through their expert knowledge of specific topics. The eDM O2C SMEs will also build an understanding of Lipton Teas & Infusions's distributor base and eDM requirements

Following go-live, this role will transition to a business-as-usual (BAU) role of supporting the Lipton Teas & Infusions distributor markets with all O2C processes in order to provide the best customer experience.

**Your key responsibilities**
- Act as a key point of contact and proactively manage and maintain distributor relationships
- Drive continuous improvement projects with distributors to improve customer experience and reduce cost to serve
- Service optimisation through working with distributors to maximise stock on orders and minimise obsoletes
- Manage key supply chain issues between distributor and Lipton Teas & Infusions
- Manage claim cycle end-to-end, including following up overdue responses and root cause analysis
- Manage and monitor distributor sales orders and follow up on their status
- Resolve credit issues and ensure order fulfilment
- Work with customer services & supply chain to optimise order fulfilment
- Facilitate and monitor warehouse shipments processing and follow up on their status
- Continuously monitor On Time, In Full goods delivery
- Classify and respond to distributor queries
- Allocate product in line with customer segmentation in the event of shortages
- Deliver all eDM operational and financial performance targets and obligations

**Skills and experience**

Key requirements are:

- At least 5 years Customer Service experience, preferably in FMCG
- Customer and service mindset, taking ownership to resolve distributor issues
- Ability to build relationship be a strong team player both within Lipton Teas & Infusions and distributors
- High ability to work cross functionally and cross culturally
- Good verbal and written communication skills
- Action orientated to deliver results under time pressure
- Good communication and stakeholder management skills, with the ability to influence at all levels
- High analytical skills, numeracy and logical reasoning, attention to detail
- Familiar with SAP functionalities
- Growth mentality, understand financial impact of decisions
- Results driven and willingness to take over responsibility
- Able to adapt to changes quickly
- Fluent in English language (additional language an advantage)

**The qualities we look for**

Lipton Teas & Infusions 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 fo