Customer Service and Claims Specialist for North America (M/F)

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 energized by meaningful work and ready to make an impact in a place where ideas can truly thrive, come join us—there’s always a warm cup waiting. 🍃✨ Job title: Customer Service and Claims Specialist for North America Location: Katowice HUB (hybrid) Type: fixed term contract 6 months, full-time Your role: Join our Customer Service & Claims team and help deliver an excellent experience to customers across the North American market. In this role, you will manage customer orders, resolve claims, and collaborate with internal teams to ensure efficient service and issue resolution. Depending on business needs, you may specialize in Customer Service or Claims Management while working closely with colleagues across both areas. Your key responsibilities: Manage the end-to-end order process, from order entry to delivery. Serve as a key contact for customer inquiries related to orders, deliveries, and service issues. Communicate proactively on order status, delays, shortages, and other service-related updates. Investigate and resolve issues related to deliveries, pricing, billing, and master data. Partner with Planning, Logistics, Finance, Sales, and other stakeholders to meet customer and business needs. Investigate, validate, and resolve trade, logistics, and pricing claims, maintaining end-to-end ownership. Process claims through the Blacksmith platform and manage related customer disputes. Ensure compliance with internal policies and support continuous improvement initiatives focused on service, efficiency, and customer satisfaction. How You'll Work Afternoon shifts to support North American market (14:00–22:00) Covering selected public holidays based on team schedules and business needs. Collaborating with cross-functional teams in a fast-paced, customer-focused environment. What we are looking for: Availability for a schedule supporting North American market Experience in Customer Service, Claims Management, Order Management, or a similar customer-facing role. Strong communication skills in English, both written and verbal. Excellent organizational skills with strong attention to detail. A customer-focused, proactive, and solution-oriented mindset. Ability to build effective relationships and collaborate across teams. Proficiency in SAP and Microsoft Excel. Experience working with ERP systems, ticket management tools, or continuous improvement methodologies is an advantage. 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.