Customer Services Manager

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 https://careers-nz.jacobsdouweegberts.com/

Job Description

We currently have an exciting opportunity for a Customer Services Manager to join the Supply Chain team. As the Customer Services Manager you will lead and support your team of 5 Customer Relations Specialist overseeing and ensuring the delivery of exceptional customer experiences and satisfaction.

In this role you will be responsible for:

• Lead, train, and motivate the customer service team, setting performance targets and providing regular feedback.
• Develop and implement strategies to improve customer satisfaction and retention.
• Collaborate with other departments to ensure seamless support across the organization.
• Handle escalated customer issues and monitor service metrics to proactively address trends.
• Ensure quality standards in customer interactions through regular assessments and coaching.
• Conduct training sessions and support team development.
• Analyze customer feedback to refine strategies and enhance service quality.
• Lead the Customer Service function through the Global roll out of Supply Chain Operating System (SCOS) engaging with the wider supply chain team functions to ensure it is fit for purpose.

Qualifications

To be the best Customer Services Manager, we’re looking for someone who has the following skills and experience:

• At least 5 years previous experience in customer services management in a or more complex customer service management role
• Previous experience leading a team.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to interpret data and identify trends that can lead to continuous improvement.
• Proficiency in customer service software and tools
• A customer-focused mindset with a commitment to delivering exceptional service.
• Valid unrestricted work visa

Additional Information

Perks

• Competitive salary and discretionary bonus opportunity
• 3% Kiwisaver Employer contribution
• Enjoy half a day off on your birthday.
• Summertime hours - 3pm finish on a Friday
• Medical Insurance for you and your family.
• Income Protection and Life Insurance.
• Learning and development programs to support personal growth.
• Quarterly free staff boxes including a range of our coffee and tea brands, and access to discounted staff purchases.

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 ([email protected]). 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.