Customer Relations Specialist

at  Jacobs Douwe Egberts

Job Description
You are a brand lover. You want to be in the driving seat and to impact. You want to work with a multi-cultural team where diversity is valued for what it brings – divergence of opinions that makes our life and business richer. You want to create amazing coffee moments for consumers through brands like Douwe Egberts, Jacqmotte, L’Or or Senseo. Then this job is for you.
We are looking for a Customer Relations Specialist to join our Customer Care Team (team of 8 colleagues). The team main mission is to provide our customers with the perfect experience, therefore including responsibilities such as Complaint Management, Customer relations, Master data management, Support of our Field Sales team in the Lead to Cash flow but also Optimization of our processes & Acceleration of our digital development. This role is based in Brussels office and will report to the Customer Care Manager.

Your key tasks will be:

• You support the Field Sales Team in the Lead to Order process:
• You make proposals meeting the customer requirements
• You create agreements in the relevant system (Salesforce) with the right conditions to reflect contractual agreements with our Customers.
• You make machine orders accordingly to what has been agreed with the customer
• You answer customer questions or requests by phone or e-mail and will help maintaining Customer Master Data
• You prepare & make framework contracts (Word) in alignment with the Sales Manager & Tender specialist
• You coordinate the communication of price changes by (1) collecting input from Sales team on customer specific price agreements & (2) developing the right templates for communication
• You update our machine & ingredient pricelists implementing guidelines from the Marketing & Operations teams.
• You have close contact with the Sales, Operations & Finance teams
• Occasionally you’re back-up for multiple teams (back-office & complaint management) and will receive appropriate training

Qualifications
Working in the world’s largest pure-play coffee and tea company means big ambitions, and big ambition means big responsibility. Working at JDE Peet’s is hands-on, giving you an opportunity to leave your mark.

For this role we’re looking for someone who has the following skills and experience:

• You have a bachelor degree or equivalent by experience
• You have a first experience in an inside sales or customer service, preferably in a B2B environment
• You are organized and accurate – you pay attention for details
• You are service minded and can work autonomously
• You communicate clearly, whether it’s written or verbally.
• Written and spoken excellence in Dutch. Good understanding of French and English.
• System savvy: You have a good knowledge of Excel ; previous experience in Salesforce and/or SAP is a plus
• You get energy from teamwork, making sure we get the job done together and finding solutions or identifying better ways of working

Additional Information

Your key tasks will be:

• You support the Field Sales Team in the Lead to Order process:
• You make proposals meeting the customer requirements
• You create agreements in the relevant system (Salesforce) with the right conditions to reflect contractual agreements with our Customers.
• You make machine orders accordingly to what has been agreed with the customer
• You answer customer questions or requests by phone or e-mail and will help maintaining Customer Master Data
• You prepare & make framework contracts (Word) in alignment with the Sales Manager & Tender specialist
• You coordinate the communication of price changes by (1) collecting input from Sales team on customer specific price agreements & (2) developing the right templates for communication
• You update our machine & ingredient pricelists implementing guidelines from the Marketing & Operations teams.
• You have close contact with the Sales, Operations & Finance teams
• Occasionally you’re back-up for multiple teams (back-office & complaint management) and will receive appropriate trainin

For this role we’re looking for someone who has the following skills and experience:

• You have a bachelor degree or equivalent by experience
• You have a first experience in an inside sales or customer service, preferably in a B2B environment
• You are organized and accurate – you pay attention for details
• You are service minded and can work autonomously
• You communicate clearly, whether it’s written or verbally.
• Written and spoken excellence in Dutch. Good understanding of French and English.
• System savvy: You have a good knowledge of Excel ; previous experience in Salesforce and/or SAP is a plus
• You get energy from teamwork, making sure we get the job done together and finding solutions or identifying better ways of workin