Overview
Customer Service Manager Jobs in England – UK at JACOBS DOUWE EGBERTS
Title: Customer Service Manager
Company: JACOBS DOUWE EGBERTS
Location: England – UK
Category: Customer Service/HelpDesk
For more than 265 years, JACOBS DOUWE EGBERTS (JDE) is inspired by its belief that it’s amazing what can happen over a cup of coffee or tea. We are fuelled by ourpurposeof creating coffee to make amazing moments happen, to become the most chosen coffee in the UK. Today, our coffee & tea portfolio is available in more than 100 developed and emerging markets, through a portfolio of over 50 brands that collectively cover the entire category landscape led by leading household names such as L’OR, Jacobs, Senseo, Tassimo, Douwe Egberts, Old Town, Super, Pickwick and Moccona.
JDE is part of JDE Peet’s, the world’s largest pure-play coffee and tea company, headquartered in The Netherlands.
What’s it like to work at JDE?
We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious – JDE: A coffee & tea for every cup.
Job Description
The Customer Service Manager ensures our customers receive industry leading on time, in full service as well as the execution of local customer service activities to optimize the supply chain flow to customers
The Customer Services Manager ensures the integration of all key business processes from supplier to customers, providing products, services and information that add value for customers and stakeholders. Whilst its main focus is the delivery ofcustomer satisfaction, internally there is an expectation that the Customer Services Manager has an umbrella view of operations and commercial activities.
Focus on people development and consistently improve the capabilities of the Customer Service Team. Evaluate team satisfaction, define and implement activities based on Engagement Survey results
Ensure thatcustomer satisfactionis central to everything The Customer Services Team do.
Liaises with customers in order to optimizecustomer satisfactionand to maximize efficiency.
Managing complaint resolution
Attending customer review meetings
Drivecollaborativeefficiency 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.
Deploys customer service procedures, policies and standards for the organization and continuously seeks opportunities for improving customer service on a BoY horizon.
Work with the Supply Chain Manager / Cluster Supply Chain Director to build and implement annual plans for the department in line with Retail and DEP AOPs and the UK Supply Chain overall objectives.
Develop customer service procedures and standards for customer service support to the Professional and Retail MSUs.
Evaluate externalcustomer satisfaction, define and implement improvement activities based on 3rd party survey insight.
Qualifications
Must have;
Demonstrable relevant experience in Supply Chain and/or Order Management
Knowledge of and experience in Order to Cash processes
Understanding of EDI systems
Good data analysis and reporting skills
High level Customer Focus and excellent Customer Service skills
Project Managementskills and experience
Ability to set astrategic visionand ‘take others with you’
FMCG supply chain exposure or experience
Nice to have;
Understanding of warehouse & distribution networks and service providers
Addi…
