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    Specialist Services Administrator - Oxford, Oxfordshire, United Kingdom - Jacobs Douwe Egberts GB

    Jacobs Douwe Egberts GB
    Jacobs Douwe Egberts GB Oxford, Oxfordshire, United Kingdom

    6 days ago

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    Description

    For more than 265 years, JACOBS DOUWE EGBERTS (JDE) is inspired by its belief that its amazing what can happen over a cup of coffee or tea.

    We are fuelled by our purpose of 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 LOR, Jacobs, Senseo, Tassimo, Douwe Egberts, Old Town, Super, Pickwick and Moccona.

    JDE is part of JDE Peets, the worlds largest pure-play coffee and tea company, headquartered in The Netherlands.


    JDE:
    A coffee & tea for every cup.

    As a Customer Service Specialist, you will be the first point of contact for JDE customers and deliver local customer services in line with defined policies and procedures.

    You will provide a complete order process and customer service facility to all customers and ensure that all order and delivery issues are promptly resolved in order to maintain the highest level of customer service at all times:

    The operations function ensures the integration of all key business processes from supplier to customers, providing products, services and information that add value for customers and stakeholders.

    The function manages sourcing, procurement, manufacturing, supply chain (warehousing, logistics and distribution) and planning processes and ensures optimal alignment between demand and supply at a global scale, taking into account efficiency, required flexibility, security of supply and considering costs, working capital, quality levels, service levels, and company and society values.

    Maximises customer service level by processing all customer orders in such a way to eliminate any errors in order. Analyses service failures and makes recommendations for improvements. To maximise customer service level and sales.

    Resolve customer complaints:
    Ensures efficient customer complaints handling and decrease of the number of complaints.
    Logging all customer complaints queries or issues and ensuring all are resolved in a timely manner.
    Obtaining and evaluating all relevant information to handle enquiries and complaints. Reports on customer complaints as requested by customer service lead.

    Stock Data:

    Gather data from Demand Planning and provide information on stock issues in such a way that efficient communication is relayed to all customers and internally to sales in order to maintain excellent customer relationships.


    Administration:
    Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide on-going support as requested by team leader or manager.

    Service Level KPIs:
    Maintain excellent customer service level of 98.Communicate both internally and externally, weekly service updates.
    Daily communication and regular updates with customers where necessary on service.
    Cross functional working with departments including National Account Managers, Demand and logistics team.
    Responsible for overflow of machine service enquiries and processing through to engineer.
    May be required to attend occasional customer performance review meetings.

    Experience in Microsoft Office:
    specifically Word, Excel and Outlook
    Knowledge of SAP
    Knowledge of customer service principles and practices
    Problem analysis and problem solving
    li-hybrid
    This role requires you to be in our Maidenhead office on a Tuesday, and Banbury on a Wednesday. Remote days to be discussed with line manager and are subject to change slightly
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