Customer Service Manager South Central Europe

  • Calea Floreasca 169A, București 077190, Romania
  • Full-time

Company Description

JDE is a subsidiary of JDE Peet’s, the world's leading pure-play coffee and tea company, headquartered in The Netherlands. For more than 265 years, JDE has been inspired by the belief that it’s amazing what can happen over a cup of coffee. Today, JDE unleashes the possibilities of coffee and tea in more than 100 countries, through a portfolio of over 50 brands including L’OR, Gevalia, Senseo, Tassimo, Pickwick, Friele and Café Noir. 

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. 

Job Description

  • 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 Regional Supply Chain Director to build and implement annual plans for the department in line with Retail & Professional AOPs and the South Central Europe 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.  

Qualifications

If you have the courage and confidence to venture into new cultures & territories, and you're brimming with an entrepreneurial spirit and a drive to succeed, you’ll fit right in at JDE. We roll up our sleeves, pitch in, and get our hands dirty to break new ground. Committed to playing at our best, we think bigger and move faster, always rising to the challenge that matters most and celebrating the wins that count. 

For this role as a South Central Europe, we’re looking for someone who has the following skills and experience: 

Must have:  

  • Min 5 years of relevant experience in Supply Chain, Customer Service;  

  • 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 Service 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 background; 

  • Understanding of warehouse & distribution networks and service providers; 

  • Project Management skills and experience. 

Additional Information

What we can offer

  • The opportunity to join a highly successful global, yet local, coffee company at an exciting time of steep business growth. 
  • A strong focus on developing our team members through a series of on the job challenges, coaching and training, with the support of state-of-the-art tools and technologies.

Join us!

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