Customer Service Advisor

Job Description

Description

Company DescriptionFor more than 265 years, JACOBS DOUWE EGBERTS (JDE) is inspired by its belief that it’s amazing what can happen over a cup of coffee or tea. We are fuelled by our purpose of unleashing the possibilities of coffee and tea to create a better future. Today, our coffee & tea portfolio is available in more than 100 developed and emerging markets, through a portfolio of over 50 brands that collectively cover the entire category landscape led by leading household names such as L’OR, Jacobs, Senseo, Tassimo, Douwe Egberts, Old Town, Super, Pickwick and Moccona. JDE is part of JDE Peet’s, the world’s largest pure-play coffee and tea company, headquartered in The Netherlands.What’s it like to work at JDE?We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious – JDE: A coffee & tea for every cup.At JDE, we're Made to Stand Out. Every day we are progressive in outlook, ambitious in nature, resourceful in action and decisive in approach, bringing coffee and tea moments to everyone around the world.Job DescriptionAs a Customer Service Advisor, you will be the first point of contact for JDE customers and deliver local customer services in line with defined policies and procedures.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 targetNumber of end user customers on targetHandling calls and enquiries daily according to the defined targetThe Customer Service Team focus on delivering market leading service to our customers by managing the daily order flow from customers to our 3rd party Logistics partner.Key Responsibilities: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.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.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.Work alongside commercial departments including Revenue Planning, National Account Managers and Category teams.Monthly store visits to monitor promotional activity and provide feedback to the commercial team.Attend monthly forecast and commercial surgeries, providing valuable feedback on promotional performance and service levels.Attend frequent customer review meetings and occasional performance meetings at customer’s requestQualificationsMust Have:Experience in Customer Services or a B2B client relationship role.Knowledge of customer service principles and practicesAttention to detail and accuracyExemplary communication skills – verbal and writtenExperience holding stakeholder to account and performance management v KPI’sNice to have:Customer service experience in the food industryAn understanding of the logistics landscape Problem analysis and problem-solvingExperience working with a 3rd Party Logistics organisation (3PL)
 
 
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