Customer Service Manager

1 month ago


Maidenhead, Windsor and Maidenhead, United Kingdom JACOBS DOUWE EGBERTS Full time
Job Description

The Customer Service Manager plays a pivotal role in ensuring our customers receive industry-leading service, with a focus on timely delivery and supply chain optimization. This involves integrating key business processes from supplier to customer, providing products, services, and information that add value for customers and stakeholders.

The ideal candidate will have a strong understanding of supply chain and order management processes, with experience in EDI systems and data analysis. They will be responsible for deploying customer service procedures, policies, and standards, and continuously seeking opportunities for improving customer service.

  • Focus on people development and consistently improve the capabilities of the Customer Service Team.
  • Ensure that customer satisfaction is central to everything The Customer Services Team do.
Managing complaint resolutionAttending customer review meetingsDrive collaborative efficiency projects Responsible for BPO of the Order To Cash (OTC) process. Attend meetings and contributes to the International BPO network.Analyses data to monitor performance and plan improvements and demand. Provide input to Supply Chain Quarterly Reviews and Management Team meetings.Develop customer service procedures and standards for customer service support to the Professional and Retail MSUs.Evaluate external customer satisfaction, define and implement improvement activities based on 3rd party survey insight.

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