Customer Service Specialist - Campos Coffee

JDE Peet's; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Campos Coffee, part of JDE Peet's, is seeking a Customer Service Specialist to be the first point of contact for customers and café partners. You’ll handle orders, inquiries and solutions across channels and collaborate with Sales, Supply Chain and Operations to ensure timely delivery.

You’ll build strong relationships, contribute to process improvements and provide insights to drive customer satisfaction and growth in a fast-paced environment.

Qualifications

• Previous experience in Customer Service, Sales Support, Customer Success or Account Administration.
• Outstanding communication and relationship-building skills.
• Strong organisational skills and attention to detail.
• Ability to manage competing priorities and work effectively under pressure.

Responsibilities

• Deliver exceptional customer service across multiple channels (phone, email, SMS, social).
• Respond to enquiries and resolve issues promptly.
• Manage customer orders, returns and account requests to resolution.
• Coordinate with Sales, Supply Chain and internal teams to ensure timely delivery.
• Maintain accurate customer records within CRM systems and generate reports.

Skills

Customer service

Sales support

Account administration

Communication

Organisational skills

Tools

CRM systems

Job description

• Full-time

Company Description

Who are we?

Campos Coffee is part of the JDE Peet's - now part of Keurig Dr Pepper – is the world's leading pure-play coffee company, with a presence in more than 100 markets. Guided by our 'Reignite the Amazing' strategy, we are focused on brand-led growth across three big bets: Peet's, L'OR, and our 10 strategically selected local icons led by Jacobs. In 2025, JDE Peet's generated total sales of EUR 9.9 billion and employed a global workforce of more than 21,000 employees. Discover more about our journey to deliver a coffee for every cup and a brand for every heart at www.jdepeets.com .

Job Description

About the Role

As a Customer Service Specialist, you'll be the first point of contact for our customers and café partners, helping them with orders, enquiries and solutions across multiple channels. You'll work closely with our Sales, Supply Chain, Marketing and Operations teams to ensure customers receive timely support and a seamless experience from order through to delivery.

This is a varied role combining customer service, sales support, administration and customer engagement. You'll have the opportunity to build strong relationships, contribute to process improvements, and provide valuable insights that help drive customer satisfaction and business growth.

What You'll Be Doing

Customer Service

• Deliver exceptional customer service across phone, email, SMS, social media, web portals and other customer platforms.
• Respond promptly to customer enquiries and resolve issues efficiently and professionally.
• Manage customer requests through to resolution, ensuring a positive experience at every touchpoint.
• Act as a key link between customers, Business Development Managers and internal departments.
• Maintain accurate customer records and interactions within CRM systems.
• Generate customer service and performance reports to identify trends and opportunities for improvement.
• Provide customers with product information and recommendations.
• Process and manage customer orders, returns and account requests.
• Ensure orders are accurately entered, tracked and delivered on time.
• Work closely with Supply Chain and Dispatch teams to coordinate smooth service delivery.
• Support the Sales team with CRM administration, reporting and customer communications.
• Coordinate special ordering periods and customer communications around public holidays and operational changes.
• Assist with customer events, functions and industry conferences.
• Contribute to the continuous improvement of customer service processes and procedures.
• Support the execution of customer engagement and marketing campaigns.
• Assist with customer feedback surveys and customer experience initiatives.
• Work collaboratively with Marketing and Sales teams to track campaign performance and outcomes.
• Prepare reports and insights that help improve customer engagement and retention.

Qualifications

About You

You’ll be someone who enjoys helping people, solving problems and building strong relationships. You're organised, proactive and thrive in a fast-paced environment where no two days are the same.

You’ll Bring

• Previous experience in Customer Service, Sales Support, Customer Success or Account Administration.
• Outstanding communication and relationship-building skills.
• Strong organisational skills and attention to detail.
• The ability to manage competing priorities and work effectively under pressure.
• Strong problem-solving and conflict-resolution skills.

Our DE&I Statement

At JDE Peet’s we aim to create a better future where we authentically serve, reflect and embrace everyone. We believe in fostering a more diverse, equitable and inclusive organisation where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discrimination on the basis of our race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or any other trait protected by law.

Throughout the entire employee lifecycle, we place DE&I at the core of our people processes. This enables us to drive objectivity and eliminate any potential bias, ensuring an inclusive experience in the workplace. Do not hesitate to reach out if you require any reasonable adjustments to the recruitment process.

Our efforts on this agenda have earned us the prestigious Catalyst Award, as well as the Fair Pay Leader Certification in 2025 thanks to an unexplained gender pay gap of 0.52%.

#unleashyourpossibility #acupofamazing

JDE Peet’s - now part of Keurig Dr Pepper – is the world’s leading pure-play coffee company, with a presence in more than 100 markets. Guided by our ‘Reignite the Amazing’ strategy, we are focused on brand-led growth across three big bets: Peet’s, L’OR, and our 10 strategically selected local icons led by Jacobs.