Customer Service Representative

2 weeks ago

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

As a key member of our customer service team, you will be the primary point of contact for JACOBS DOUWE EGBERTS customers, delivering exceptional local customer services in line with our defined policies and procedures. This role is a B2B position, serving grocers, convenience stores, and wholesale customers.

Key Responsibilities
  • Order Processing: Maximize customer satisfaction by processing orders efficiently, eliminating errors, and analyzing service failures to recommend improvements.
  • Customer Complaint Resolution: Ensure timely and efficient handling of customer complaints, reducing the number of complaints.
  • Pre-Advising and Returns: Inform customers of potential shortages, provide reasons, and next availability dates. Process customer returns and queries, logging all complaints and issues for timely resolution.
  • Stock Data and Deliveries: Gather data from Demand Planning, provide information on stock issues, and ensure efficient communication with customers and sales teams to maintain excellent customer relationships.
  • Administration: Administer customer account data, update master data as necessary, and provide ongoing support to the team leader or manager.
  • Service Level KPIs: Maintain an excellent customer service level of 98.5%.
Requirements
  • Qualifications: Degree or relevant job-related experience preferred.
  • Experience: Handling logistics enquiries from customers and 3rd party logistics suppliers.
  • Skills: Microsoft Office (Word, Excel, Outlook), knowledge of SAP, customer service principles, and practices.

Additional Information: This role requires a full UK driving license and occasional attendance at customer performance review meetings.

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