Customer Service & Claims Specialist for UKI market (M/F)

Job title: Customer Service & Claims Specialist for UKI market

Location: Katowice HUB (hybrid)

Type: permanent, full-time

Who we are and what we do:

LIPTON Teas & Infusions is the world’s leading tea business, home to iconic, purpose‑driven brands like Lipton, Pukka, Tazo, T2, Lyons and PG Tips.

We craft great teas for every occasion, to bring joy and inspire a healthier lifestyle. Guided by our values of people first, ownership, passion for excellence, and consumer and customer centricity, we create long‑term value for our people, trade partners, suppliers, and the communities where we operate.

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 cup of tea (on the house!), then we could be a good match! 🍃✨

*Intro (optional):

Your role:

This role combines end-to-end customer service and customer claims management within one integrated team. You’ll ensure a seamless customer experience—from order processing and delivery execution to post-delivery issue resolution—while collaborating closely with Supply Chain, Finance, Sales, and Logistics.

Depending on business needs, team members specialize in either Customer Service or Claims, working together to deliver operational excellence and financial accuracy.

Your key responsibilities:

Customer Service

• Manage customer accounts across UK and Ireland market and oversee the full order lifecycle


• Process sales orders and proactively communicate on order status, delays, and shortages


• Coordinate with Credit Control, Planning, and Logistics to ensure smooth order fulfillment


• Resolve delivery, billing, and master data issues, including failed iDocs


• Monitor service KPIs (OTIF, cancellations, delays) and prepare operational reports


• Support export documentation and changes in order flow (e.g. new customers or locations)

Claims

• Own customer claims and deductions end to end, from registration to financial clearing


• Investigate, approve or reject claims in line with Table of Authority (ToA)


• Work closely with Credit Control, Billing, and Cash Application to reconcile AR/AP balances


• Analyze on- and off-invoice claims and ensure accurate reason codes


• Identify pricing or structural issues and support continuous improvement initiatives

Collaboration

• Partner with Sales, Planning, Finance, Logistics, and external service providers


• Contribute to service, cost, and process improvement projects


• Support audits, controls, and compliance activities

What we are looking for:

• Fluency in English


• Interest in supply chain, logistics, or customer service processes


• Strong communication skills and customer-oriented mindset


• Ability and willingness to learn quickly in a dynamic environment


• Good organization


• Attention to detail and problem-solving approach


• Team player mindset with a “can-do attitude”

Nice to have:

• First experience in Customer Service or Order to Cash related role


• Basic knowledge of SAP and/or Excel

What’s in it for you:

As part of the Katowice HUB, you’ll join a modern, collaborative environment designed to help you thrive—professionally and personally. Our benefits package includes: 

• Yearly salary review and annual bonus based on company’s results and individual performance 

• Private medical care and employer‑paid life insurance 

• Monthly MyBenefit cafeteria points and holiday reimbursement  

• Access to discounted company products 

• Employee referral rewards up to 3,000 PLN 

• Structured onboarding and continuous learning opportunities 

• Cross‑functional collaboration with global teams 

• Regular HUB events, recognition programs, and a strong culture of teamwork 

What to expect from us:

We know that the whole recruitment process can be stressful, so we promise to make it as straightforward as possible. Our process is usually 2-3 stages (depending on the seniority of the role) and we are aiming to review every CV within 2 weeks. 

We are an organization 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! 

A GDPR clause (for Poland):

By submitting your application, you consent to the processing of your personal data contained in your CV and application documents for the purposes of this recruitment process, in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation). Your data will be processed only for the duration of this recruitment unless you provide separate consent for future recruitment processes.