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- Tasks: Lead a dynamic team to deliver exceptional customer service and operational excellence.
- Company: Join JDE Peet’s, the world’s leading coffee and tea company with a rich history.
- Benefits: Enjoy competitive pay, personal development opportunities, and a vibrant work culture.
- Why this job: Make a real impact in a role that values your leadership and customer focus.
- Qualifications: 5+ years in customer service leadership with strong people management skills.
- Other info: Flexible working with opportunities for growth in a supportive environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Company 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.
Job Description
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 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 optimise customer satisfaction and to maximise 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 above 90 %.
- 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 organisation 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 optimised 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.
Qualifications:
- Must have:
- Minimum five 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.
- UK right to work.
- FMCG Experience.
This role requires weekend and holiday working according to a team rota. This role is based out of our Maidenhead office 3 days a week minimum.
Customer Service Team Leader in Maidenhead employer: JDE Peet's
Contact Detail:
JDE Peet's Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Maidenhead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at JDE Peet’s. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching JDE Peet’s values and culture. Show us how your experience aligns with their mission of unleashing the possibilities of coffee and tea. Be ready to share examples of your leadership and customer service skills!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. Focus on articulating your experience in managing teams and resolving customer issues, as these are key for the Customer Service Team Leader role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the JDE Peet’s team!
We think you need these skills to ace Customer Service Team Leader in Maidenhead
Some tips for your application 🫡
Show Your Passion for Coffee and Tea: When you're writing your application, let your love for coffee and tea shine through! We want to see how you connect with our mission at JDE Peet’s. Share any personal experiences or insights that highlight your enthusiasm for the industry.
Tailor Your Experience: Make sure to customise your application to reflect the skills and experiences that align with the Customer Service Team Leader role. Highlight your people management skills and any relevant experience in order-to-cash processes. We want to see how you can contribute to our team!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at JDE Peet's
✨Know Your Customer Service Stuff
Make sure you brush up on your knowledge of customer service principles and the order-to-cash process. JDE Peet’s values exceptional service, so be ready to discuss how you've handled customer issues in the past and what strategies you've used to ensure satisfaction.
✨Show Off Your People Skills
As a Customer Service Team Leader, you'll need to demonstrate strong people management skills. Prepare examples of how you've developed team members or resolved conflicts within a team. Highlight your coaching style and how you motivate others to achieve their best.
✨Be Data Savvy
Since this role involves monitoring metrics like CXSL and Perfect Order Metric, be prepared to talk about your experience with data analysis and reporting. Bring examples of how you've used Excel or SAP to improve processes or track performance in previous roles.
✨Understand the Supply Chain
Familiarise yourself with supply chain efficiencies and how they relate to customer service. Be ready to discuss any experience you have working with logistics or 3PL providers, and think about how you can contribute to optimising these processes at JDE Peet’s.
