Customer Service Specialist

JDE Peet's; Thatcham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

JDE Peet’s in Maidenhead seeks a Customer Service specialist to be the first contact for B2B customers, processing orders and resolving delivery issues to maintain high service levels.

You will collaborate with National Accounts, Demand and Logistics, and work a hybrid model three days in the Maidenhead office, with flexible weekend and bank holiday rota coverage.

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.
• Attention to detail and accuracy.
• Problem analysis and problem solving.
• Exemplary communication skills – verbal and written.
• Unrestricted UK right to work.

Responsibilities

• Process customer orders according to target.
• Handle enquiries daily according to defined target.
• Resolve customer complaints and decrease the number of complaints.
• Advise customers on shortages and provide timely recording of shortages.
• Process returns/queries and log customer complaints for timely resolution.
• Gather data to inform stock availability and communicate with sales.
• Coordinate deliveries to meet deadlines and minimize costs.
• Maintain customer account data and provide ongoing support.
• Monitor customer satisfaction and contribute to improvement actions.
• Collaborate with National Account Managers, Demand and logistics teams.
• Escalate and route machine service enquiries to engineers as needed.
• Attend customer performance reviews and participate in cross-functional projects.

Skills

Exemplary communication skills

Attention to detail

Problem analysis and problem solving

Unrestricted UK right to work

Education

Degree or relevant job-related experience preferred

Tools

SAP

Microsoft Office (Word, Excel, Outlook)

Job description

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.

We bring action to our intentions, following through on what was agreed, always pushing things forward. We offer our people a range of learning and development programmes to support their personal growth.

At JDE Peet's, we believe it’s amazing what can happen over a cup of coffee or tea.

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

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
• Attention to detail and accuracy
• Problem analysis and problem solving
• Exemplary communication skills – verbal and written
• Unrestricted UK right to work

Additional Information

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.

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.