Customer Relations Specialist

1 week ago

Auckland, Auckland, New Zealand JACOBS DOUWE EGBERTS Full time

Company Description

JDE Peet's is the world's leading pure-play coffee and tea company, serving approximately 4,200 cups of coffee or tea per second, and is headquartered in the Netherlands. For more than 265 years, we've been inspired by the belief that it's amazing what can happen over a cup of coffee. We unleash the possibilities of coffee and tea in more than 100 countries with a portfolio of over 50 brands including Kiwi favourites such as Moccona, L'OR, Hummingbird, Bell Tea, Jed's, Ti Ora and more. In 2023, JDE Peet's generated total sales of close to 15 billion NZD and employed a global workforce of more than 20,000 employees.

We offer our people a range of learning and development programs to support their personal growth and we believe that a diverse and inclusive culture enables us to serve every coffee and tea lover in the best possible way.

Find out more at here.

Job Description

We are looking for a Customer Relations Specialist to join our vibrant CS team of 5. Reporting to the Customer Services Manager, you will play a vital role in providing support to customers (internal and external) in ensuring that all orders and delivery issues are promptly resolved with the highest level of customer service.

You will be responsible for, but not limited to:

  • Ensuring all outbound and inbound calls are made for customer orders as per call cycles.
  • Ensuring customer orders for both professional and retail business are entered into our ERP system accurately (including back orders if applicable) to ensure customer requirements & expectations are met.
  • Executing up-sell JDE strategies to increase sales and expand a customer's product range within the existing customer base.
  • Building rapport with all customers and potential customers of JDE.
  • Responding to customer complaints requiring investigation in a timely manner.
  • Working with internal stakeholders to ensure organisational cohesion with all customer-focused initiatives.
  • Facilitating email requests; orders, product/pricing inquiries (internal and external customers), consumer complaints, etc.
  • Daily completion of Credit Requests and product returns.
Qualifications

To be the best Customer Relations Specialist for this role, we're looking for someone who has the following skills and experience:

  • 3 years' experience in Customer Services/Call Centre.
  • Coffee and tea knowledge – an advantage.
  • ERP systems experience – SAP and/or SalesForce.
  • Excellent communication and interpersonal skills.
  • Computer proficiency.
  • Attention to detail and ability to prioritize tasks effectively.
  • Strong troubleshooting skills and ability to learn new technologies quickly.
  • Valid unrestricted work visa.
Additional Information

Perks

  • Competitive salary, 3% Kiwisaver Employer Contribution, and incentive bonus.
  • Hybrid working flexibility, after successful completion of training.
  • Medical Insurance for you and your family.
  • Income Protection and Life Insurance.
  • Enjoy half a day off on your birthday.
  • Delicious coffee and tea on-site and quarterly free staff orders of your favourite coffee and tea brands.

If so, please grab a cuppa, brush up your CV and apply now (it's really easy, we promise). If you have any questions you'd like to ask before applying, feel free to send an e-mail to NZ Talent (NZ.Talent@jdecoffee.com). Short cover letters (in the Message section) outlining your motivation to join JDE Peet's in this role are greatly appreciated.

Note: no applications are handled via e-mail.

We are not an accredited employer therefore cannot assist with work visas and currently only accepting applications of candidates who have already obtained legal rights to work in NZ without restrictions.

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