Customer Service Lead
Il y a 6 mois
**Company Description**
You are a brand lover. You want to be in the driving seat and to impact. You want to work with a multi-cultural team where diversity is valued for what it brings - divergence of opinions that makes our life and business richer. You want to create amazing coffee moments for consumers through brands like Douwe Egberts, Jacqmotte, L’Or or Senseo. Then this job is for you.
We’re looking for a **Customer Service Lead** to join our team. You'll be part of our Supply Chain team based in Brussels and will report directly to the Customer Service manager based in the Netherlands.
As a Customer Service Lead you ensure the integration of all key business processes from supplier to customers, providing products, services and information that add value for customers and stakeholders. Your main goal? Making sure our customers have the best experience possible.
You play a key role in local escalation towards the cluster organisation. You facilitate the root cause analysis process to implement structural improvements and reduce loss for the customer service department based on structured KPI management. You operationally support the team while building a bridge with other key stakeholders in the supply chain organisation.
Some key responsibilities include:
- You provide excellent customer service by managing the day to day sales order processing (both manual and EDI), ensuring orders are received, created and released for picking and dispatch.
- You continuously seek for opportunities for improving customer service and support the team in optimizing process flows.
- You ensure all customer queries are received, logged, investigated, resolved and credits/returns are processed.
- You liaise with customers in order to optimize customer satisfaction and to maximize efficiency.
- You support the Customer Service team in growing local New Product Developments and promotions.
- You make sure we stay on top of data: you update & analyse standard reports in the required period (weekly/monthly). Based on this reports you identify issues, you propose improvement strategies and implement solutions.
- You contribute to the effective running of ERP (SAP), Customer Relationship Management and EDI systems and maintenance of dynamic and static data.
**Qualifications**
Working in the world’s largest pure-play coffee and tea company means big ambitions, and big ambition means big responsibility. Working at JDE Peet’s is hands-on, giving you an opportunity to leave your mark.
For this role we’re looking for someone who has the following skills and experience:
- You have a bachelor or master degree
- You have at least 3 years of relevant experience in Customer Service. You have knowledge/experience in Order to Cash processes.
- You have experience and knowledge of working with ERP systems in a Customer Services environment (preferably SAP and/or System 21)
- You have a good understanding of EDI systems and MS Office
- You possess good data analysis and reporting skills
- You’re a problem solver with a continuous improvement mindset
- You have a high level Customer Focus and excellent Customer Service skills
- You have the ability to easily connect, motivate and collaborate with various internal and external stakeholders
- You speak Dutch, French & English
- Experience in FMCG and a track record in robotics is a plus.
**Additional Information** 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.
At JDE Peet's, we believe it’s amazing what can happen over a cup of coffee or tea. We also believe that a diverse and inclusive culture enables us to serve every coffee and tea lover in the best possible way. No matter who you are, where you come from, how you live your life, you can fulfil your ambitions and contribute to our success. When you grow, we grow, and coffee & tea grows.
At JDE we offer a competitive compensation & benefits package, for this role this includes a flex income plan, 33 days of holidays, a bonus opportunity, eco and meal vouchers, etcWe value meeting colleagues in the office (Esplanade 1, 1020 Brussels: only 10 minutes’ walk from Metro Heysel) and we enjoy our focus time when working from home: we support you in getting the right ergonomic material to work from home efficiently and even offer the option to take a ‘workation’
**What’s next?**
unleashyourpossibility #acupofamazing #LI-Hybrid
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