Customer Service Representative

11 hours ago

Maidenhead, Windsor and Maidenhead, United Kingdom JACOBS DOUWE EGBERTS Full time
Job Title: Customer Service Advisor

As a Customer Service Advisor at Jacobs Douwe Egberts, you will be the first point of contact for our customers and deliver exceptional customer service in line with our defined policies and procedures.

Key Responsibilities:
  • Order Processing: Maximize customer satisfaction by processing all customer orders accurately and efficiently, analyzing service failures, and making recommendations for improvements.
  • Customer Complaints: Ensure efficient handling of customer complaints and decrease the number of complaints.
  • Pre-Advising: Inform customers of potential shortages, including reason and next availability.
  • Returns and Queries: Process all allocated customer returns and queries, logging all customer complaints, queries, or issues and ensuring timely resolution.
  • Enquiries and Complaints: Obtain and evaluate relevant information to handle enquiries and complaints, reporting on customer complaints as requested by the customer service lead.
  • Stock Data: Gather data from Demand Planning and provide information on stock issues to maintain excellent customer relationships.
  • Deliveries: Provide Logistics Operators with adequate lead-time to plan, coordinate, and dispatch customer deliveries, maximizing utilization and minimizing costs.
  • Administration: Administer customer account data, update master data as necessary, and provide ongoing support as requested by the team leader or manager.
  • Customer Satisfaction: Evaluate external customer satisfaction, define, and implement improvement activities based on these results.
  • Service Level KPI's: Maintain an excellent customer service level of 98.5%.
Requirements:
  • Qualifications: Degree or relevant job-related experience preferred.
  • Experience: Experience in handling Logistics enquiries from customers and 3rd party Logistics suppliers.
  • Skills: Knowledge of SAP, customer service principles and practices, good listening skills, initiative, attention to detail, accuracy, problem analysis, and problem-solving.
Additional Information:

This role requires a full UK Driving Licence and occasional attendance at customer performance review meetings.

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