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. 

Job Description

As a Customer Service Specialist, you will be the first point of contact for JDE customers and deliver local customer services in line with defined policies and procedures. 

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: 

• Process customer orders according to target 

• Number of end user customers on target 

• Handling calls and enquiries daily according to the defined target 

The operations function ensures the integration of all key business processes from supplier to customers, providing products, services and information that add value for customers and stakeholders. The function manages sourcing, procurement, manufacturing, supply chain (warehousing, logistics and distribution) and planning processes and ensures optimal alignment between demand and supply at a global scale, taking into account efficiency, required flexibility, security of supply and considering costs, working capital, quality levels, service levels, and company and society values. 

Key Responsibilities 

• Order Processing: Maximises customer service level by processing all customer orders in such a way to eliminate any errors in order. Analyses service failures and makes recommendations for improvements. To maximise customer service level and sales. 

• Resolve customer complaints: Ensures efficient customer complaints handling and decrease of the number of complaints. 

• Pre-advising all customers of any potential shortages including reason and next availability. 

• Processing all allocated customer’s returns/queries. Logging all customer complaints queries or issues and ensuring all are resolved in a timely manner. 

• Obtaining and evaluating all relevant information to handle enquiries and complaints. Reports on customer complaints as requested by customer service lead. 

• Stock Data: Gather data from Demand Planning and provide information on stock issues in such a way that efficient communication is relayed to all customers and internally to sales in order to maintain excellent customer relationships. 

• Deliveries: Provide the Logistics Operators with adequate lead-time in such a way that all customer deliveries can be planned, coordinated and dispatched in order to satisfy the required deadlines, maximise utilisation and minimise cost. 

• Administration: Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide on-going support as requested by team leader or manager. 

• Evaluate external customer satisfaction, define and implement improvement activities based on these results. 

• Service Level KPI’s: Maintain excellent customer service level of 98.5%. 

• Communicate both internally and externally, weekly service updates. 

• Daily communication and regular updates with customers where necessary on service. 

• Responsible for dealing with customer queries within the agreed KPI’s set. 

• Cross functional working with departments including National Account Managers, Demand and logistics team. 

• Responsible for overflow of machine service enquiries and processing through to engineer. 

• 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 3rd party Logistics suppliers 

• Experience in Microsoft Office: specifically Word, Excel and Outlook 

• Knowledge of SAP 

• Knowledge of customer service principles and practices 

• Good listening skills & initiative 

• Attention to detail and accuracy 

• Problem analysis and problem solving 

• Exemplary communication skills – verbal and written 

Additional Information

#li-hybrid 

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