Customer Service Manager
Jacobs Douwe Egberts
- Maidenhead, Berkshire
- Permanent
- Full-time
- Focus on people development and consistently improve the capabilities of the Customer Service Team. Evaluate team satisfaction, define and implement activities based on Engagement Survey results
- Ensure that customer satisfaction is central to everything The Customer Services Team do.
- Liaises with customers in order to optimize customer satisfaction and to maximize efficiency.
- Managing complaint resolution
- Attending customer review meetings
- Drive collaborative efficiency projects
- 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 on a BoY horizon.
- Work with the Supply Chain Manager / 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 3rd party survey insight.
- Demonstrable relevant experience in Supply Chain and/or Order Management
- People Management experience
- Knowledge of and experience in Order to Cash processes
- Understanding of EDI systems
- Good data analysis and reporting skills
- High level Customer Focus and excellent Customer Service skills
- Project Management skills and experience
- Ability to set a strategic vision and 'take others with you'
- FMCG supply chain exposure or experience
- Understanding of warehouse & distribution networks and service providers