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 fueled 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 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:
1. Process customer orders according to target.
2. Handle calls and enquiries daily according to the defined target.
Key Responsibilities
1. Order Processing: Maximize customer service level by processing all customer orders in such a way to eliminate any errors in order. Analyze service failures and make recommendations for improvements.
2. Resolve customer complaints: Ensure efficient customer complaints handling and decrease the number of complaints.
3. Pre-advise all customers of any potential shortages including reason and next availability.
4. Process all allocated customer returns/queries. Log all customer complaints, queries, or issues and ensure all are resolved in a timely manner.
5. Gather data from Demand Planning and provide information on stock issues to maintain excellent customer relationships.
6. Provide the Logistics Operators with adequate lead-time for customer deliveries.
7. Administer customer account data and update master data as appropriate.
8. Evaluate external customer satisfaction and define improvement activities based on results.
9. Maintain excellent customer service level of 98.5%.
10. Communicate both internally and externally, providing weekly service updates.
11. Responsible for dealing with customer queries within the agreed KPIs set.
12. Cross-functional working with departments including National Account Managers, Demand, and logistics team.
13. Responsible for overflow of machine service enquiries and processing through to engineer.
14. May be required to attend occasional customer performance review meetings.
Qualifications
1. Degree or relevant job-related experience preferred.
2. Experience in handling logistics enquiries from customers and 3rd party logistics suppliers.
3. Experience in Microsoft Office: specifically Word, Excel, and Outlook.
4. Knowledge of SAP.
5. Knowledge of customer service principles and practices.
6. Attention to detail and accuracy.
7. Problem analysis and problem solving.
8. Exemplary communication skills – verbal and written.
Additional Information
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 the line manager and are subject to change slightly.
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