At JACOBS DOUWE EGBERTS we are inspired by our belief that it’s amazing what can happen over a cup of coffee. We are driven by the vision that everyone deserves the coffee they love.

What’s it like to work at JACOBS DOUWE EGBERTS?

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 – JACOBS DOUWE EGBERTS: A coffee for every cup

Working with us means you’ll be making an impact in a fast-paced, collaborative environment. We work as a team, celebrating success and supporting one another. Our associates work with a diverse group of like-minded people, in an innovative environment committed to doing the right thing – all across the world. What you do here will get noticed.

JACOBS DOUWE EGBERTS owns some of the world’s leading coffee brands such as Gevalia, Karat, Tassimo, L’OR, Café Noir, Senseo, Friele as well as the tea brand Pickwick.

With a direct report to the Market Research Manager, the Consumer Relations (CR) Specialist is responsible for the collection and scripting of information for the Jacobs Douwe Egberts brands, products and promotional programs, corporate issues. This information is communicated to and used by vendor employees in the servicing of consumers who contact Jacobs Douwe Egberts via all digital and analog touch points (phone, e-mail and paper mail). The CR Specialist is responsible for training and managing the vendor employees in relation to JDE specific topics.

The CR Specialist is responsible for handling of any potential risk / high profile consumer contacts and escalating to the Jacobs Douwe Egberts back-office in an efficient and timely manner and maximize consumer satisfaction while minimizing company liability.

This role will support to manage and execute selected ongoing and ah-hoc market research projects to support the decision making in JDE through a fact based, scientific approach to data, for which Market Research team is among the main keepers and promotors within the company.

Local accountable for coordination of consumer activities within the Nordic (Sweden, Denmark, Norway) towards the outsource vendor on Consumer Relation, including Front Office/Back Office workflows and communication with other relevant stakeholders within the organization; Local Marketing / Trade Marketing, Supply Chain and Central Consumer Care. Coordinate Social Media Contact, Social Customer Care process in organization.

Key Areas of Responsibility

• Maintenance of relevant local Consumer Care processes, information and system Master Data to ensure timely, accurate and professional communications with consumers
• Proof reads and adapt different texts and content into consumer friendly texts

• Providing accurate, up-to-date information on all Jacobs Douwe Egberts (JDE) products, promotions to external Call Center team, induction of JDE to new agents, new brands. Indirectly lead team of 56 agents for Nordic

• Managing the escalated, high risk, high profile consumer contacts
• Managing the inventory for reimbursement/ promotions
• Communicate to stakeholders analyses the consumer feedback, including social media
• Supporting Special Situations
• Manage Social Media Contacts management & communication within organization

Experience

• Experience in customer / consumer service or similar field
• Experience with Social Media
• High level of MS Office (Excel and PowerPoint) knowledge
• Experience from international company / FMCG experience seen as benefit

Profile

• Excellent communicating skills
• Fluent in preferably 2 Nordic languages + English
• Passion for understanding customers
• Lead your projects with great accountability

This position is a maternity cover for a period of 9 months (1/1-19 – 31/9-19).