Customer Service Specialist (Retail)

About the role

JDE Peet’s is looking for a proactive Customer Service Specialist to manage retail customer orders, resolve enquiries and support supply‑chain operations. You will act as the main point of contact for retailers, ensuring a high‑quality experience from order entry to delivery.

Key responsibilities

• Process retail customer orders accurately and on time, ensuring picks, shipments and deliveries meet agreed timelines.
• Maintain up‑to‑date order information in the system, applying rejection reason codes when necessary.
• Handle customer queries regarding short shipments, late deliveries, missing or incorrect orders, escalating complex issues to the Customer Service Manager.
• Log, track and resolve all incidents using the Incident Log.
• Manage customer and master data set‑ups and changes with 3PL warehouse and transport partners.
• Build strong relationships with key stakeholders, flagging and escalating supply or inventory issues early.
• Collaborate with the Planning team to ensure supply allocations are followed.
• Monitor and manage order‑related KPIs with 3PL partners.

Required profile

• Prior experience in FMCG, preferably working with major supermarket chains.
• Detail‑oriented, proactive and able to thrive in a fast‑paced, busy environment.
• Strong communication skills and a customer‑focused mindset.

Required skills