Customer Service Team Leader

Company Description

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!  

Find out more at https://careers-au.jacobsdouweegberts.com/ 

Job Description

As the Customer Service Team Leader, you will play a pivotal role in ensuring the smooth execution of customer service activities, seamless execution and delivery of customer orders across all our channels. You will lead a team of customer service specialists, empowering them to achieve their full potential and ensuring a 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 procedures identifying and implementing improvement opportunities 

• Liaise with customers and suppliers in order to optimise customer satisfaction and maximise efficiency. 

• Evaluate external customer satisfaction and define and implement improvement activities based on these results. 

• Oversee daily operations in customer service and clear communication and collaboration with internal stakeholders; Sales, Logistics, Supply Chain. 

• Coaching and development of a high performing team 

Qualifications

We are looking for someone who has the following skills and experience: 

• Previous demonstrated 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 analytics and computer literacy – you’re proficient in Excel and preferably PowerBI, SAP and CRM experience 

• You have great stakeholder management and relationship-building skills  

• Valid long-term AU work rights 

Additional Information

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 

• Career development opportunities 

• Opportunity to purchase up to 10 days of additional Annual Leave per year 

• Experienced and enthusiastic team 

If you think you're up for a new challenge just like this, please grab a cuppa, brush up your CV and apply now (it's really easy, we promise). Short cover letters (in the Message section) outlining your motivation to join JDE Peet’s in this role are greatly 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, equitable and inclusive organisation where everyone feels comfortable to truly be who they are and unleash their full potential. This means we do not tolerate discrimination on the basis of our 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 and eliminate any 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.