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 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 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.

At JDE, we're Made to Stand Out. Every day we are progressive in outlook, ambitious in nature, resourceful in action and decisive in approach, bringing coffee and tea moments to everyone around the world.

The Order Management Team Manager, known internally as the Customer Service Manager ensures the execution of local customer service activities and develops and implements improvements to optimize the supply chain flow to customers.

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, company and society values.

Key Responsibilities; 

• Focus on people development and consistently improve the capabilities of the customer service. Ensures that customer satisfaction is a key priority for the team.
• Liaises with customers and suppliers in order to optimize customer satisfaction and to maximize efficiency. This by managing complaint resolution and attending customer review meetings.  
• 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.
• Work with the 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 these results.

Must have:

• Demonstrable relevant experience in supply chain and/or Order Management
• People Management experience
• Knowledge of and experience in Order to Cash processes
• High level ERP skills and experience working with ERP systems in a Customer services environment (preferably SAP and/or System 21)
• Understanding of EDI systems
• Good data analysis and reporting skills
• High level Customer Focus and excellent Customer Service skills

Nice to have:

• FMCG supply chain exposure or experience 
• Understanding of warehouse & distribution networks and service providers;
• Project Management skills and experience.