Social network you want to login/join with:
For more than 265 years, JACOBS DOUWE EGBERTS (JDE) has been inspired by its belief that it’s amazing what can happen over a cup of coffee or tea. We are driven by our purpose of creating coffee to make amazing moments happen, aiming to become the most chosen coffee brand in the UK. Our coffee & tea portfolio is available in over 100 markets worldwide, featuring more than 50 brands 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 pride ourselves on our passionate, driven team that challenges the status quo and strives for mastery in all they do. Our goal is simple and ambitious – JDE: A coffee & tea for every cup.
Job Description
As a Customer Service Specialist, you will be the first point of contact for JDE customers, providing local customer services in line with established policies and procedures.
You will manage the complete order process and customer service functions to ensure all order and delivery issues are promptly resolved, maintaining the highest level of customer satisfaction:
1. Process customer orders efficiently to meet targets.
2. Handle calls and inquiries daily according to defined service levels.
3. Resolve order and delivery issues promptly to ensure customer satisfaction.
4. Coordinate with logistics to ensure timely deliveries and optimal resource utilization.
5. Maintain accurate customer account data and update as necessary.
6. Gather and communicate stock data to relevant teams to prevent shortages.
7. Manage customer complaints and queries, aiming to reduce complaint numbers and improve service.
8. Evaluate customer satisfaction and implement improvement activities.
9. Maintain service level KPI of 98.5% and communicate updates regularly.
10. Collaborate cross-functionally with sales, demand planning, and logistics teams.
Qualifications
* Degree or relevant experience in customer service or logistics preferred.
* Experience handling logistics inquiries from customers and third-party logistics providers.
* Proficiency in Microsoft Office, especially Word, Excel, and Outlook.
* Knowledge of SAP and customer service principles.
* Attention to detail, problem-solving skills, and excellent communication skills.
Additional Information
* #li-hybrid
* A full UK Driving Licence is required.
* This role requires presence in our Maidenhead office on Tuesdays and Banbury on Wednesdays, with remote days to be discussed with the line manager.
#J-18808-Ljbffr