Customer Service Specialist – Retail Operations

About the role

We are looking for a Customer Service Specialist to manage retail customer orders and support the supply chain for JDE Peet’s. The role ensures accurate order processing, timely delivery, and high‑quality service for our supermarket partners.

Key responsibilities

• Process retail customer orders accurately and on schedule.
• Ensure orders are picked, shipped and delivered within agreed timeframes.
• Maintain up‑to‑date order information in the system, applying rejection reason codes when required.
• Handle customer queries regarding short shipments, late deliveries, missing or incorrect orders.
• Escalate complex issues to the Customer Service Manager and log all incidents in the Incident Log.
• Manage customer and master‑data set‑ups and changes with 3PL warehouse and transport partners.
• Build strong relationships with key stakeholders and monitor stock availability.
• Flag and escalate supply or inventory issues early and work with the Planning team to follow supply allocations.
• Monitor and manage order‑related KPIs with 3PL partners.

Required profile

• Prior experience in FMCG, preferably working with major supermarket chains.
• Proactive and detail‑oriented with the ability to thrive in a busy environment.
• Strong communication skills and ability to work cross‑functionally.

Required skills