Customer Service Specialist

JDE Peet's; Maidenhead; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading coffee and tea company is seeking a Customer Service Specialist to be the first point of contact for customers. This role involves processing orders, resolving complaints, and maintaining high service levels. With the requirement of previous logistics experience and proficiency in Microsoft Office and SAP, candidates should possess excellent communication skills. The role requires in-office presence three times a week in Maidenhead, with hybrid weekend cover on a rota basis.

Qualifications

• Experience in handling logistics enquiries from customers and suppliers.
• Knowledge of the order processing and OTC process.
• UK right to work.

Responsibilities

• Process customer orders accurately and timely.
• Resolve customer complaints efficiently.
• Communicate service updates weekly to customers.

Skills

Knowledge of customer service principles and practices

Exemplary communication skills

Attention to detail and accuracy

Problem analysis and problem solving

Good listening skills

Education

Degree or relevant job-related experience

Tools

Microsoft Office (Word, Excel, Outlook)

SAP

Job description

Customer Service Specialist

Who we are?

JDE Peet’s is the world's leading pure-play coffee and tea company, with local roots dating back to 1753, and is headquartered in the Netherlands. We unleash the possibilities of coffee and tea in more than 100 countries with a portfolio of over 50 brands, including L’OR, Peet’s, Jacobs, Senseo, Tassimo, Douwe Egberts, OldTown, Super, Pickwick and Moccona.

What’s it like to work at JDE Peet’s?

We are people united by the power and possibility of tea and coffee. At JDE Peet’s, we thrive on the freedom to pursue opportunities, provoking new ideas to make an impact at scale. Our ambition is simple – JDE Peet's: unleashing the possibilities of coffee and tea.

Apply to unleash a cup of amazing for your career. UNLEASH YOUR POSSIBILITY!

Find out more at http://careers.jdepeets.com

As a Customer Service specialist, you will be the first point of contact for JDE customers and deliver 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:

• Process customer orders according to target
• Number of end user customers on target
• Handling 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 and service levels.

Key Responsibilities

• Timely and accurate 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. Including accurate and timely recoding of all shortages
• 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. Supporting customer stock allocation as required.
• 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 customer performance review meetings.
• May be required to work with the customer collaboration team on projects / information gathering.

Qualifications

• Degree or relevant job-related experience preferred
• Knowledge of the order processing and the OTC process
• 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
• UK right to work

Additional Information

This role requires you to be in our Maidenhead office 3 times per week. Days to be agreed with line manager.

Please note this role will require hybrid Weekend (non-consecutive Saturdays and Sundays) and Bank holiday cover on a rota basis. More information will be provided at interview stage.