As the Customer ServiceTeam Leader, you will play a pivotal role in ensuring the smooth execution of customer service activities,seamlessexecutionand delivery of customer orders across all our channels. You will lead a team of customer service specialists, empowering them to achieve their full potentialand ensuringa customer first approach.
In this role, you will:
Ensure integration of key business processes to deliver value-added products, services, and information to customers and stakeholders.
Measure and review the efficiency and effectiveness of our customer service processes and proceduresidentifyingand implementing improvement opportunities
Liaise with customers and suppliersin order tooptimise customer satisfaction and maximise efficiency.
Evaluate external customer satisfaction and define and implement improvement activities based on these results.
Oversee daily operations incustomer service andclearcommunicationand collaborationwith internal stakeholders; Sales, Logistics, Supply Chain.
Coaching and development of a high performing team
Wearelooking for someone who has the following skills and experience:
Previousdemonstrated experience in a similar role or managing a team – please comment on the relevant experience you bring in your cover note
You have excellent data analyticsand computer literacy–you’reproficient in Excel and preferablyPowerBI,SAPand CRM experience
You have great stakeholder management and relationship-building skills
What's in it for you
Competitive salary with contributions to your super and a bonus opportunity
Support, training, and an extensive onboarding program
Delicious coffee and tea on-site and quarterly free staff orders of your favourite coffee and tea brands
Opportunity topurchaseup to 10 days ofadditionalAnnual Leave per year
Experienced and enthusiastic team
If you thinkyou'reup for a new challenge just like this, please grab a cuppa, brush up yourCVand apply now (it'sreally easy, we promise).Short cover letters (in the Message section) outlining your motivation to join JDE Peet’s in this role aregreatly appreciated.
Our DE&I Statement
At JDE Peet’s we aim to create a better future where we authentically serve, reflect, and embrace everyone. We believe in fostering a more diverse,equitableand inclusive organisation where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discriminationon the basis ofour race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or any other trait protected by law.
Throughout the entire employee lifecycle, we place DE&I at the core of our people processes. This enables us to drive objectivity andeliminateany potential bias, ensuring an inclusive experience in the workplace. Do not hesitate to reach out if you require any reasonable adjustments to the recruitment process.
JDE Peet’s - now part of Keurig Dr Pepper – is the world’s leading pure-play coffee company, with a presence in more than 100 markets. Guided by our ‘Reignite the Amazing’ strategy, we are focused on brand-led growth across three big bets: Peet’s, L’OR, and our 10 strategically selected local icons led by Jacobs.
We are JDE Peet’s. We craft coffee for every cup and build brands for every heart.
JDE Peet’s- now part of Keurig Dr Pepper –is the world's leading pure-play coffee company,with a presence in more than 100 markets.Guided by our ‘Reignite the Amazing’ strategy, we are focusing on brand-led growth across three big bets: Peet’s, L’OR and Jacobs, alongside a portfolio of over 50 brands including Australian favourites such as Moccona, L’OR, Harris, Campos Coffee,Pickwick and more.In 2025, JDE Peet’s generated total sales of EUR 9.9 billion and employed a global workforce of more than 21,000 employees.
Come join our team and discover what your cup of amazing can be!
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Customer Service Team Lead: Drive Service Excellence • Sydney, AU
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