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- Tasks: Be the go-to person for customer queries and ensure smooth order processing.
- Company: Join JDE Peet’s, a global leader in coffee and tea with a rich history.
- Benefits: Enjoy competitive pay, personal growth opportunities, and a vibrant work culture.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic environment.
- Qualifications: Degree or relevant experience preferred; strong communication and problem-solving skills needed.
- Other info: Hybrid role with flexible office days and weekend cover on a rota basis.
The predicted salary is between 28800 - 43200 £ per year.
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.
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
- 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.
- 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.
- 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.
- 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.
- Service Level KPI’s: Maintain excellent customer service level of 98.5%. Communicate both internally and externally, weekly service updates.
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
- UK right to work
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.
Customer Service Specialist in Maidenhead employer: Jacobs Douwe Egberts
Contact Detail:
Jacobs Douwe Egberts Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist in Maidenhead
✨Tip Number 1
Get to know the company inside out! Research JDE Peet’s, their brands, and their values. This way, when you get that interview, you can show them you’re not just another candidate – you’re genuinely interested in what they do.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to resolve complaints or handle enquiries. Role-playing with a friend can help you feel more confident and prepared for those tricky questions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and maybe even a referral, which can really boost your chances of landing that job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the JDE Peet’s team!
We think you need these skills to ace Customer Service Specialist in Maidenhead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Service Specialist role. Highlight any relevant experience you have in order processing, handling customer queries, and using tools like Microsoft Office and SAP. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about coffee and tea, and how you can contribute to our mission at JDE Peet’s. Be sure to mention any specific experiences that demonstrate your customer service skills.
Showcase Your Communication Skills: As a Customer Service Specialist, communication is key. Make sure your application reflects your ability to communicate clearly and effectively, both in writing and verbally. This will help us see that you can handle customer enquiries and complaints with ease.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s straightforward and ensures your application goes directly to us. Plus, it shows you’re serious about joining the JDE Peet’s team!
How to prepare for a job interview at Jacobs Douwe Egberts
✨Know Your Coffee and Tea
Familiarise yourself with JDE Peet’s brands and their unique offerings. Being able to discuss the different types of coffee and tea, as well as their origins, will show your passion for the industry and help you connect with the interviewers.
✨Master the Order Process
Understand the order processing and OTC (Order to Cash) process thoroughly. Be prepared to discuss how you would handle customer orders and resolve issues efficiently, as this is a key responsibility in the role.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and confidently. Prepare examples of how you've effectively communicated with customers in the past, especially in resolving complaints or queries.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully solved problems or improved processes in previous roles. Highlight your attention to detail and analytical skills, as these are crucial for maintaining high service levels and handling logistics enquiries.
