Customer Service Team Leader

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/

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.

Responsibilities

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

Requirements

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

Benefits

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