Overview
As a Customer Service Advisor, you will be the first point of contact for JDE customers and deliver local customer services in line with defined policies and procedures. This is a B2B role; our customers are grocers, convenience and wholesale.
You will provide a complete order process and customer service facility to all customers and ensure that all order and delivery issues are promptly resolved in order to maintain the highest level of customer service at all times.
Responsibilities cover the end-to-end process from order intake to delivery, including communication with internal teams to ensure timely and accurate service delivery.
Key Responsibilities
* Order Processing: Maximise customer service level by processing all customer orders accurately, analyse service failures, and make recommendations for improvements to maximise customer service level and sales.
* Resolve customer complaints: Ensure efficient handling of customer complaints and decrease the number of complaints.
* Pre-advising all customers of potential shortages, including reason and next availability.
* Processing all allocated customers’ returns/queries, logging all customer complaints/queries or issues, and ensuring timely resolution.
* Obtaining and evaluating all relevant information to handle enquiries and complaints; report on customer complaints as requested by the customer service lead.
* Stock data: Gather data from Demand Planning and provide information on stock issues to enable efficient communication with customers and internal sales to maintain relationships.
* Deliveries: Provide Logistics Operators with adequate lead-time to plan, coordinate and dispatch deliveries to meet deadlines while maximising utilisation and minimising cost.
* Administration: Administer customer account data, update master data as appropriate, and provide ongoing support as requested by team leader or manager.
* Evaluate external customer satisfaction and define and implement improvement activities based on results.
* Service Level KPIs: Maintain an excellent customer service level (target 98.5%).
* Communicate weekly service updates both internally and externally.
* Daily communication and regular updates with customers as necessary on service.
* Handle customer queries within the agreed KPI targets.
* Cross-functional collaboration with National Account Managers, Demand and Logistics teams.
* Responsible for overflow of machine service enquiries and processing through to engineers.
* May be required to attend occasional customer performance review meetings.
Qualifications
* Degree or relevant job-related experience preferred.
* Experience in handling logistics enquiries from customers and third-party logistics suppliers.
* Experience in Microsoft Office: Word, Excel and Outlook.
* Knowledge of SAP.
* Knowledge of customer service principles and practices.
* Attention to detail and accuracy.
* Problem analysis and problem solving.
* Exemplary communication skills – verbal and written.
Additional Information
* #li-hybrid
* A full UK Driving Licence is required for this role.
* This role requires you to be in our Maidenhead office on a Tuesday, and Banbury on a Wednesday. Remote days to be discussed with line manager and are subject to change slightly.
Company Description
For more than 265 years, JACOBS DOUWE EGBERTS (JDE) is inspired by its belief that it’s amazing what can happen over a cup of coffee or tea. We are fuelled by our purpose of creating coffee to make amazing moments happen, to become the most chosen coffee in the UK. Today, our coffee & tea portfolio is available in more than 100 developed and emerging markets, through a portfolio of over 50 brands that collectively cover the entire category landscape led by leading household names such as L’OR, Jacobs, Senseo, Tassimo, Douwe Egberts, Old Town, Super, Pickwick and Moccona.
JDE is part of JDE Peet’s, the world’s largest pure-play coffee and tea company, headquartered in The Netherlands.
What’s it like to work at JDE?
We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious – JDE: A coffee & tea for every cup.
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