JDE is a subsidiary 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 Moccona, L’OR, Harris, Hummingbird, Bell Tea, Jacobs, Jed’s, Pickwick and more. 

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 Customer Relations Manager ensures the execution of local customer service activities and develops and implements improvements to optimize the supply chain flow to customers. The Customer Relations Manager leads and develops the customer service team whilst ensuring customer orders are managed, operational plans are executed and excellent customer service care is provided, focusing on KPIs.   

Key Responsibilities include:

• Primary responsibility for the JDE relationship with customer Vendor Replenishment Planners to meet the shared objectives of JDE and the customers
• Liaises with customers and suppliers to optimize customer satisfaction and to maximize efficiency. This by managing complaint resolution and attending supplier and customer review meetings. Proactive participation in Customer Collaboration fortnightly meeting with Coles and Woolworths.
• Responsible for BPO of the Order To Cash (OTC) process. 
• Attend meetings and contributes to the International BPO network. 
• Review and Track (Warehousing and Distribution) costs. Ensure processing against invoiced volume. Identify monthly financial accrual is processed.
• 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. 
• Inventory management to ensure reconciliation of system and physical stock, including root cause analysis and identification of preventative and corrective actions.
• Working with key stakeholders, responsible for weekly Customer Service Global Standardisation process, including identification of key issues, root cause analysis and identification of preventative and corrective actions.

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 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 experience;
• Understanding of warehouse & distribution networks and service providers; 
• Project Management skills and experience. 

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

• Hybrid working arrangements (Kingsgrove + WFH) 
• Lots of coffee and tea onsite
• Career progression opportunities 

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 Shirley Kim for a virtual coffee on +61 2 9551 3073.