Customer Service Representative
4 weeks ago
About JACOBS DOUWE EGBERTS
We are a leading coffee and tea company, inspired by our purpose of creating coffee to make amazing moments happen. Our portfolio is available in over 100 developed and emerging markets, through a portfolio of over 50 brands that collectively cover the entire category landscape.
Job Summary
We are seeking a Customer Service Specialist to join our team. As a key member of our customer service team, you will be the first point of contact for our customers and deliver local customer services in line with defined policies and procedures.
Key Responsibilities
- Process customer orders according to target and ensure timely delivery.
- Handle customer enquiries and resolve complaints efficiently.
- Provide pre-advising to customers on potential shortages and next availability.
- Process customer returns and queries, and ensure all are resolved in a timely manner.
- Obtain and evaluate relevant information to handle enquiries and complaints.
- Report on customer complaints as requested by customer service lead.
- Administer customer account data and update master data as appropriate.
- Evaluate external customer satisfaction and define improvement activities based on results.
- Maintain excellent customer service level of 98.5%.
Requirements
- Degree or relevant job-related experience preferred.
- 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.
- Good listening skills and initiative.
- Attention to detail and accuracy.
- Problem analysis and problem-solving.
- Exemplary communication skills – verbal and written.
Additional Information
This role requires a full UK driving licence and occasional attendance at customer performance review meetings.
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