Customer Service Team Leader

Company overview

JDE Peet’s is a global coffee business that creates coffee for every cup and brands for every preference. Now part of Keurig Dr Pepper, it operates in more than 100 markets and is driven by its ‘Reignite the Amazing’ strategy, with brand-led growth focused on Peet’s, L’OR and Jacobs, alongside a portfolio of more than 50 brands, including Australian favourites such as Moccona, L’OR, Harris, Campos Coffee and Pickwick. In 2025, the company reported total sales of EUR 9.9 billion and a worldwide workforce of over 21,000 people.

The business invites candidates to join its team and be part of its “cup of amazing”.

Role summary

The Customer Service Team Leader is responsible for keeping customer service operations running smoothly and ensuring customer orders are delivered accurately and across all channels. This role leads a team of customer service specialists, supports their growth, and promotes a strong customer-first mindset.

Key responsibilities

• Bring together important business processes so customers and stakeholders receive useful products, services, and information.
• Track how well customer service processes work, then identify and roll out improvements where needed.
• Work closely with customers and suppliers to improve satisfaction and make operations more efficient.
• Assess external customer feedback and turn the findings into practical improvement actions.
• Manage day-to-day customer service activities and maintain strong communication with internal teams such as Sales, Logistics, and Supply Chain.
• Coach, support, and develop a high-performing team.

Skills and experience

The company is seeking someone with prior experience in a similar position or in people leadership. Strong data analysis and computer skills are important, with confidence using Excel and preferably Power BI, SAP, and CRM systems. The role also calls for excellent stakeholder management and relationship-building ability.

Additional information

Applicants must have valid long-term work rights in Australia.

What’s on offer

• A competitive salary, superannuation contributions, and the chance to earn a bonus.
• Training, support, and a detailed onboarding program.
• On-site coffee and tea, plus quarterly free staff orders of selected coffee and tea brands.
• Career progression opportunities.
• The option to buy up to 10 extra days of annual leave each year.
• A collaborative team made up of experienced and enthusiastic people.

Application note

Applicants are encouraged to include a short cover note in the message section explaining why they want to join JDE Peet’s in this role.

DE&I commitment

JDE Peet’s states that it is committed to building a more diverse, equitable, and inclusive workplace where people can be themselves and reach their full potential. The company says it does not tolerate discrimination based on race, ethnicity, sex, gender identity, sexual orientation, religion, nationality, age, disability, or any other protected characteristic. It also notes that reasonable adjustments can be requested during recruitment.