Customer Service Manager

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Company Description

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 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 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 of customer 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 that customer satisfaction is central to everything The Customer Services Team do.
• Liaises with customers in order to optimize customer satisfaction and to maximize efficiency.
  • Managing complaint resolution
  • Attending customer review meetings
  • Drive 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.
• 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 external customer 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
• People Management experience
• 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 Management skills and experience
• Ability to set a strategic vision and 'take others with you'
• FMCG supply chain exposure or experience

Nice to have;

• Understanding of warehouse & distribution networks and service providers

Additional Information

Your time will be split between working remotely, Banbury and Maidenhead

#li-hybrid