Customer Service Specialist

2 weeks ago

Queenstown, Singapore JACOBS DOUWE EGBERTS Full time

**Company Description**
JACOBS DOUWE EGBERTS (JDE) is a global coffee & tea company based in NetherlandS. For more than 265 years, we have been inspired by the belief that it’s amazing what can happen over a cup of coffee. Today our coffee & tea portfolio is available in over 140 countries around the world through iconic household names including: Jacobs, Tassimo, Moccona, Senseo, L’OR, Douwe Egberts, TiÓra, Super, Kenco, Pilao & Gevalia.

The JDE APAC region combines a diverse brand portfolio, promoting our global brands to the Asian markets whilst also owning a wide range of beloved heritage brand cherished by our Asian customers. Brands such as Old Town, Super, Maxwell House, Owl and Ye Ye have become household names, deeply ingrained in the cultural fabric of the Asian market.

JDE APAC operates across the region in 7 key markets consisting of Australia, Greater China, Malaysia, Myanmar, New Zealand, Singapore, Thailand, and an international export market. Manufacturing and packing operations are managed from six manufacturing locations namely in Malaysia (Johor Bahru, Ipoh), Thailand, China, Australia, and New Zealand.

Situated in Singapore, the Singapore ADM cluster business serves as a strategic base for expanding JDE’s global presence in the Asian region. Singapore also serves as a operating hub for the APAC leadership team and the regional corporate functions such as Finance, Internal Controls, Marketing, HR and Corporate Affairs.
- Order Processing
- Maximizes customer service level by processing all customer orders in such a way to eliminate any errors in order. Analyses service failures and makes recommendations for improvements. This to maximize customer service level and sales.
- Resolve Customer Complaints
- Ensures efficient customer complaint handling and decrease of the number of complaints. This by:

- Pre-advising all customers of any potential shortages including reason and next availability.
- Processing all allocated customer’s returns / queries. Logging all customer complaints queries or issues and ensuring all are resolved in a timely manner.
- Obtaining and evaluating all relevant information to handle enquiries and complaints. Reports on customer complaints as requested by Customer Services Lead.
- Pro-actively inform the customer of what can be delivered. Identify potential stock issues and efficiently inform customers and internal stakeholders (e.g. Sales) to ensure excellent customer relationships
- Provide the Logistics Operators with adequate lead-time in such a way that all customer deliveries can be planned, coordinated and dispatched in order to satisfy the required deadlines, maximize utilization and minimize cost.
- Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide on
- going support as requested by team leader or manager
- Evaluate external customer satisfaction, define and implement improvement activities based on these results.

**Qualifications**
- Diploma or Degree
- 2-5 years of experience in customer service, in an FMCG environment
- Understanding of order to cash processes and experience in managing order flows with internal and external stakeholders
- Detailed SAP ECC system knowledge
- Proficient in Excel

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