Customer Service Team Lead

JDE Peet's; Maidenhead; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading coffee and tea company in Maidenhead is seeking a dynamic Customer Team Leader to oversee a team of customer service associates. You will manage day-to-day operations, ensure high levels of customer satisfaction, and implement process improvements. The ideal candidate will have at least 5 years of experience in customer service leadership, strong people management capabilities, and a deep understanding of SAP systems. This role offers a chance to impact service levels and internal processes significantly.

Qualifications

• Minimum 5 years of relevant experience in Customer Service.
• Strong people management skills required.
• High level of SAP experience in a customer service context.

Responsibilities

• Lead a customer service team to ensure operational excellence.
• Monitor and improve customer satisfaction metrics.
• Act as first point of escalation for customer complaints.

Skills

People management

Customer focus

SAP skills

Order to Cash processes knowledge

Excel analysis

Tools

SAP

EDI

ESKER

Job description

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.

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.

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

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

The Customer Service Team Leader assists the Customer Service Manager in the execution of local Customer Service activities and order to cash process.

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, company and society values.

We are looking for a dynamic and motivated Customer Team Leader to lead a team of customer service associates in delivering exceptional service and operational excellence. You will be responsible for supervising daily activities, service, coaching team members, resolving customer issues, and ensuring a positive experience for every customer.

Responsibilities

• Strong people manager, focus on people development strives to improve the capabilities of the customer service team. Ensures that customer satisfaction and service is a key priority for the team and process/ procedures are followed.
• Onboarding of new customer service associates and training support
• Supports on internal supply chain improvement agenda - SCOS (Yearly appraisal)
• Liaises with customers to optimize customer satisfaction and to maximize efficiency.
• Leads daily call for Customer Service and Supply Chain – Identifying key service issues & working with team on resolution.
• Liaises with Logistics/3PL regarding service failure issues. FTA root cause resolution
• Overall responsibility for the day‑to‑day order processing (both manual EDI and Esker) on behalf of the Retail’ Irish & Professional MSUs, ensuring orders are received, created, and released for picking and dispatch on time to the 3PL and within customer lead‑times.
• Responsible for maintaining CXSL & CSL in line with company/customer targets.
• Monitor and own Perfect Order Metric – metric should remain in the 90% and up.
• Act as the first point of escalation for customer complaints and complex queries/Logistics service issues
• Ensures all customer queries/complaints are received, logged, investigated, resolved and credits/returns are processed. Ensure complaints remain below 3% target
• Review period end CXSL and Order Success Ratio, lead root cause analysis and report findings, results and propose improvement strategies.
• Update weekly CXSL Service Report with clear actions for improvement.
• Lead/Support supply chain efficiencies independently or in conjunction with customer collaboration and CS team. Looking for ways to improve order profile and cost to serve. Work with Logistics/3PL to implement.
• Deploys customer service procedures, policies and standards for the organization and continuously seeks opportunities for improving CXSL.
• Develop and maintain customer service procedures and standards for customer service support to the Professional and Retail MSUs.
• Lead the implementation of any system upgrade/changes.
• Ensure all OTC processes are continually optimized and compliant with

internal and external industry standards.

• Contribute to the effective running of SAP, ESKER and EDI systems and maintenance of dynamic and static data.
• Evaluate external customer AGS on behalf of Customer Service, define and implement improvement activities based on these results.

Requirements

• Minimum 5 years of relevant experience in Customer Service Lead experience
• Strong People Management skills.
• Excellent knowledge of the Order to Cash processes.
• High level SAP skills and experience working with SAP systems in a Customer Services environment.
• Understanding of EDI (Esker Is a nice to have)
• Strong Excel analysis and reporting skills
• Experience of dealing with a 3PL and Supply chain efficiencies
• High level of Customer Focus and excellent Customer Service skills.

Nice to have

• FMCG Experience