Consumer Relations Specialist

3 weeks ago

North Sydney, Australia JACOBS DOUWE EGBERTS Full time

Company Description

JDE is a subsidiary of JDE Peet’s, the world's leading pure-play coffee and tea company, headquartered in the Netherlands. For more than 265 years, JDE has been inspired by the belief that it’s amazing what can happen over a cup of coffee. Today, JDE unleashes the possibilities of coffee and tea in more than 100 countries, through a portfolio of over 50 brands including Australian favourites such as Moccona, L’OR, Harris, Campos, Piazza D’Oro, Espresso di Manfredi, Pickwick and more.

**What’s it like to work at JDE?**
We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious - JDE Peet’s: A coffee & tea for every cup.

At JDE Peet’s, we're Made to Stand Out. Every day we are progressive in outlook, ambitious in nature, resourceful in action and decisive in approach, bringing coffee and tea moments to everyone around the world. We care about our environment and have a sustainability program in place called Common Grounds focused on Responsible Sourcing, Minimised Footprint and Connected People. We’re striving to use 100% responsibly sourced coffee and green packaging and achieve gender balance in management by 2025 while reducing our emissions.

**Job Description**:
We are looking for an experienced Consumer Relations Specialist to take ownership of end-to-end consumer care across JDE Peet’s Australia and New Zealand. You will be responsible for monitoring consumer satisfaction, managing escalations, updating data and records, and keeping up to date with brand activations. This is a 12-month fixed term part-time contract with a flexible working schedule (22.8 hours per week) tailored to your preferences. We'd like you to work from our North Sydney office on Mondays and Tuesdays; on other days you can choose where you work This is an exciting opportunity to act as the voice of the consumer, working with some of Australia and New Zealand’s beloved coffee brands

In this role, you will:

- Monitor consumer satisfaction and manage escalations in a timely manner
- Maintain relationships with internal and external stakeholders including marketing, quality, third-party call centers, global consumer care teams, and consumers
- Support investigations with internal stakeholders
- Manage, create and maintain accurate data, and take initiative to streamline processes
- Monitor consumer feedback and present your findings back to the team to deliver meaningful insights to improve consumer experience

**Qualifications**:
If you have the courage and confidence to venture into new cultures & territories, and you’re brimming with an entrepreneurial spirit and a drive to succeed, you’ll fit right in at JDE Peet’s. We roll up our sleeves, pitch in, and get our hands dirty to break new ground. Committed to playing at our best, we think bigger and move faster, always rising to the challenge that matters most and celebrating the wins that count.

For this role as a Consumer Relations Specialist, we’re looking for someone who has the following skills and experience:

- Consumer Care/ Consumer Relations experience is required
- You have experience managing multiple stakeholders
- You take pride in improving consumer experiences
- A high level of verbal and written communication skills
- You are focused on continuous improvement, with experience in streamlining processes
- You hold intermediate experience with MS Excel

Additional Information
**Perks**
What’s in it for you?
- Competitive salary with contributions to your super and a bonus opportunity
- A 12-month fixed-term part-time contract with potential for extension
- 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
- Join an experienced and enthusiastic marketing team

JDE Peet's is an equal-opportunity employer. We celebrate and value our differences and are committed to building a safe and inclusive work environment where everyone can be their true selves. Do not hesitate to reach out if you require any reasonable adjustments to the recruitment process.

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