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Customer Service Specialist BG

Supply Chain Sofia Full-time Bulgaria

Job Description

The Customer Service Specialist is the first point of contact for JDE Peet’s customers and delivers local customer services in line with defined policies and procedures. This function ensures the integration of all key business processes from supplier to customers, providing products, services, and information that add value for customers and stakeholders. The function manages sourcing, procurement, manufacturing, supply chain (warehousing, logistics, and distribution), and planning processes and ensures optimal alignment between demand and supply at a global scale, considering efficiency, required flexibility, security of supply and costs, working capital, quality levels, service levels, company, and society values.

Key Responsibilities:

Order Processing:

  • Maximizes customer service level by processing all customer orders in such a way to eliminate any errors in the order. Analyses service failures and makes recommendations for improvements. This is to maximize customer service level and sales.
  • Process customer invoices

Resolve Customer Complaints:

  • 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 promptly.
  • Obtaining and evaluating all relevant information to handle inquiries and complaints. Reports on customer complaints as requested by the Customer Services Lead.

Stock Data:

  • Proactively 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

Deliveries:

  • Provide the Logistics Operators with adequate lead time in such a way that all customer deliveries can be planned, coordinated, and dispatched to satisfy the required deadlines, maximize utilization, and minimize cost.
  • Collaborate with Demand Planning &Logistics and Sales department to fulfill customer demands and maximize orders volume

Administration:

  • Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide ongoing support as requested by the team leader or manager.

Evaluate external customer satisfaction:

  • Define and implement improvement activities based on these results.

Qualifications

  • Experience in handling Logistics inquiries from customers and 3rd party Logistics suppliers
  • Experienced in Microsoft Office specifically, Word, Excel, and Outlook
  • Knowledge of SAP and understanding of the OTC process
  • Knowledge of customer service principles and practices
  • Good listening skills & initiative
  • Attention to detail and accuracy
  • SAP ERP knowledge
  • Good level of English

Additional Information

Apply to unleash a cup of amazing for your career. UNLEASH YOUR POSSIBILITY!

Find out more at JDE Careers BG | JDE Careers

Company Description

At JDE PEET’S we are inspired by our belief that it’s amazing what can happen over a cup of coffee or tea. We are driven by the vision that everyone deserves the coffee they love.

What’s it like to work at JDE PEET’S?

We are proud of our passionate, driven associates who challenge the status quo and pursue mastery in everything they do. Working with us means you’ll be making an impact in a fast-paced, collaborative environment. We work as a team, celebrating success and supporting one another. Our associates work with a diverse group of like-minded people, in an innovative environment committed to doing the right thing – all across the world. What you do here will get noticed.

When you grow, we grow, and coffee & tea grows.

Our DE&I Statement

At JDE Peet’s we aim to create a better future where we authentically serve, reflect, and embrace everyone. We believe in fostering a more diverse, equitable, and inclusive organization where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discrimination based on our race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or any other trait protected by law.

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