Customer Service Lead

Customer Service Lead

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. JDE is part of JDE Peet's, the world's largest pure-play coffee and tea company. We are fuelled by our purpose of unleashing the possibilities of coffee and tea to create a better future.

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 brands in the Nordics such as Gevalia, Espresso House, L'OR, Senseo Douwe Egberts, and many more.

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 Lead leads and develops the customer service team. This role ensures the execution of the customer service activities and develops and implements improvements to optimize the supply chain flow to customers.

• Focus on people development and consistently improve the capabilities of the customer service team
• Ensure that customer satisfaction is a key priority for the team
• Liaise with customers and suppliers in order to optimize customer satisfaction and to maximize efficiency. This by managing complaint resolution and attending customer review meetings
• Local BPO of the Order To Cash (OTC) process. Attend meetings and contribute to the International BPO network
• Analyze data to monitor performance, optimize processes and plan improvements
• Provide input to Supply Chain Monthly Reviews and Management Team meetings
• Deploy customer service procedures, policies and standards for the organization and continuously seek opportunities for improving KPIs and customer service
• Work with the Supply Chain Management team to build and implement annual plans for the department in line with local business plans and the overall Supply Chain objectives
• Develop customer service procedures and standards for customer service support to the Nordic business units

Qualifications

• Bachelor's degree and Min. 3 years of relevant experience in supply chain and or customer service preferably within FMCG
• People management experience and someone who takes the lead
• Experienced in the order to Cash processes
• High level ERP skills and experience working with ERP systems in a Customer services environment (preferably SAP)
• Understanding of EDI systems
• Good data analysis and reporting skills
• High level customer focus and excellent customer service skills
• Strong communication skills
• Fluent in English and one of the Scandinavian languages

Additional Information

A fantastic opportunity to learn and develop in an exciting international fast-growing business. You will have competent, caring and supporting colleagues and be a part of a unique culture with amazing brands and great coffee!

We are located in a new office in Copenhagen Ørestad with all facilities available, 3 different canteens, fitness rooms, massage treatments, bicycle repair, dry cleaning etc.

We look forward to having a cup of coffee with you!