Customer Service Specialist

About the company

JDE Peet’s is a global coffee business now operating within the Keurig Dr Pepper group. The company creates coffee brands for many different markets and serves customers in over 100 countries. Its growth strategy centres on brand-led expansion across Peet’s, L’OR, and a group of local leading brands, including Jacobs. In 2025, the company reported total sales of EUR 9.9 billion and a global team of more than 21,000 people.

At JDE Peet’s, the workplace is built around teamwork, innovation, and a strong sense of purpose. The culture encourages people to take initiative, simplify complexity, and collaborate to create meaningful results. Employees are given room to grow in a global environment while contributing to a business that values bold ideas and shared success.

Role overview

This Customer Service Specialist role focuses on supporting retail customers through accurate order handling, responsive issue resolution, and close coordination with internal teams and external logistics partners. Experience in FMCG, especially with major supermarket chains, is considered highly relevant. The position is suited to someone who is organised, adaptable, detail-focused, and comfortable working in a busy setting where several priorities may need attention at once.

Order management

• Enter and process retail customer orders accurately and within required timelines.
• Ensure orders move through picking, dispatch, and delivery within agreed service windows.
• Maintain correct order information in the system, including rejection reason codes when necessary.

Customer support

• Respond professionally and promptly to issues such as short shipments, delayed deliveries, and missing or incorrect orders.
• Escalate more complex or high-impact matters to the Customer Service Manager when needed.
• Record, monitor, and close issues through the Incident Log.

Master data administration

• Coordinate customer and master data setup changes with third-party warehouse and transport partners.

Supply chain coordination

• Maintain strong working relationships with key stakeholders and stay informed about stock availability.
• Identify supply or inventory risks early and raise them quickly.
• Work alongside the Planning team to support supply allocation requirements.
• Track and manage order-related KPIs with warehouse and transport partners.

Experience and skills

The ideal candidate will have a background in customer service and/or order administration, along with proven ability to meet deadlines and manage detail accurately. Strong communication skills are important, as is the ability to develop positive relationships with customers and internal teams. A self-driven mindset, commitment to continuous improvement, and the ability to work both independently and collaboratively are also key. Experience using SAP is required.

Additional information

The hiring process may include an online assessment followed by interviews. A pre-employment check may also form part of the process. JDE Peet’s encourages applications from people who want to contribute in an inclusive workplace and states that reasonable adjustments can be discussed if needed during recruitment.

Inclusion and diversity

The company says it is committed to building an inclusive environment where people are respected regardless of race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or other legally protected characteristics. It also states that inclusion is embedded throughout the employee lifecycle to support fairness and reduce bias. The company notes recognition including a Catalyst Award and Fair Pay Leader Certification in 2025, supported by an unexplained gender pay gap of 0.52%.