Customer Service Manager - Supply Chain

at  Jacobs Douwe Egberts

Customer Service Manager - Supply Chain
Supply Chain
Copenhagen
Full-time
Denmark
Job Description

ARE YOU READY TO LEAD AND DEVELOP OUR AMAZING CUSTOMER SERVICE TEAM? DO YOU HAVE A PASSION FOR DEVELOPING AND IMPLEMENTING IMPROVEMENTS TO OPTIMIZE THE SUPPLY CHAIN FLOW TO OUR CUSTOMERS? THEN YOU MIGHT BE THE NEW COLLEAGUE WE ARE LOOKING FOR.

Our current Customer Service Manager is moving to a new exciting role in Supply Chain, and we are therefore looking for a Customer Service Manager to join our Nordic Supply Chain team in Ørestad, Copenhagen. The Customer Service Manager reports to the Nordic Supply Chain Manager.

COMPANY DESCRIPTION

For more than 265 years, JACOBS DOUWE EGBERTS (JDE) is inspired by its belief that it’s amazing what can happen over a cup of coffee or tea. JDE is part of JDE Peet’s, the world’s largest pure-play coffee and tea company. We are fuelled by our purpose of unleashing the possibilities of coffee and tea to create a better future.
Today, our coffee & tea portfolio is available in more than 100 developed and emerging markets, through a portfolio of over 50 brands that collectively cover the entire category landscape led by leading household brands in the Nordics such as Gevalia, Café Noir, Espresso House, Friele, Douwe Egberts, L’OR, Pickwick and Piazza d’Oro.

Qualifications

• Bachelor’s degree and minimum 3 years of relevant experience in supply chain or customer service, preferably within FMCG.
• People management experience and strong communication skills.
• Knowledge of and experience with Order-to-Cash processes.
• High level of ERP skills and experience working with ERP systems in a customer service environment (preferably SAP).
• Understanding of EDI systems.
• Strong data analysis and reporting skills.
• High level of customer focus and excellent customer service skills.
• Fluent in English and in one Scandinavian language

• Focus on people development and consistently improve the capabilities of the 9 associates in the customer service team.
• Liaise with customers and suppliers in order to optimize customer satisfaction and to maximize efficiency.
• Local BPO of the Order To Cash (OTC) process. Attend meetings and contribute to the International BPO network.
• Analyze data to monitor performance, optimize processes and drive improvements.
• Provide input to Supply Chain Monthly Reviews and Management Team meetings.
• Deploy customer service procedures, policies and standards for the organization and continuously seek opportunities for improving KPIs and customer service.
• Work with the Nordic Supply Chain Management team to build and implement annual plans for the department in line with local business plans and the overall Nordic Supply Chain objectives.
• Develop customer service procedures and standards for customer service support to the Nordic business units.

Qualifications

• Bachelor’s degree and minimum 3 years of relevant experience in supply chain or customer service, preferably within FMCG.
• People management experience and strong communication skills.
• Knowledge of and experience with Order-to-Cash processes.
• High level of ERP skills and experience working with ERP systems in a customer service environment (preferably SAP).
• Understanding of EDI systems.
• Strong data analysis and reporting skills.
• High level of customer focus and excellent customer service skills.
• Fluent in English and in one Scandinavian language.

Additional Information