Consumer Care Insights/Operations Assistant - 25 hours per week

  • Part-time

Company Description

It’s amazing what can happen over a cup of coffee. At JACOBS DOUWE EGBERTS, we’ve made it our mission to find out. Our people have been raising the bar since day one, thinking fast and acting even faster to make an impact that’s felt around the world. JDE is the home to some of the most well-known coffee brands in the world. To date, our coffee and tea portfolio is available in over 140 countries and includes iconic household names such as Jacobs, Tassimo, Moccona, Senseo, L’OR, Douwe Egberts, Super, Kenco, Pilao and Gevalia. We’ve built our business on the belief that everyone deserves the coffee they love – no matter who you are, where you live or how you take it. We are an equal opportunity employer and believe that diversity; whether that be gender, cultural or generational diversity enhances our workplaces. Please be advised that shortlisted candidates may be required to undertake pre-employment medical and background screening including reference checks. 

Job Description

In this Permanent Part Time role, you will be responsible for the back-office operations and analysis of our outsourced consumer services call centre team.

You will be responsible for:

  • Updating and maintaining all consumer data
  • Analyse data gathered by our consumer care team and present findings and trends
  • Work closely with local and global quality and supply chain teams to ensure we are operating at best practice level
  • Manage returns of product from the consumer to the relevant Quality Assurance department
  • Take the lead in building competency with the JDE consumer care systems; Coffeecare, SaaS, and manage this relationship for continuous improvement.
  • Manage escalated consumer contacts with highest level of professionalism. 

Qualifications

If you’re brimming with entrepreneurial spirit and a drive to succeed, you’ll fit right in here at JDE. Working globally and locally, our Associates have been positively influencing the world of coffee for over 250 years. We love people who are not afraid to try, and who try until they get it right. We value strong convictions and encourage debate. And all this in an open, friendly environment where you can approach anyone and grow any way you like. 

For this role in Consumer Care Insights / Operations Assistant, we’re looking for someone who has the following skills and experience:

  • Experience in Customer / Consumer service within FMCG, with Intermediate or above skills in Word/Excel/Powerpoint
  • Be autonomous with excellent verbal and written communication skills while working under pressure
  • Be empowered in identifying issues and trends and creating solutions, understanding of end to end supply chain operations and consumer behaviour
  • Be self-motivated, proactive and able to have robust conversations with stakeholders to deliver positive results. 

Additional Information

At JDE, in addition to a competitive salary, we offer a wide range of benefits tailored to your needs:

  • 25 hours per week on permanent part time basis  - Hours are flexible but will need to be split over 5 days (Located Gordon)
  • Support, training and induction to really set you up for success 
  • Fun and inclusive team
  • Lots of Tea and Coffee

If you think you're up for a new challenge just like this, please grab a cuppa, brush up your CV and apply now (it's really easy, we promise). Should you have any specific questions, you're welcome to call Peta Groundwater for a virtual coffee on +61 2 9551 3036.
 

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