Customer Success Stories

Peet’s Coffee streamlines its job offer process to hire coffee fans quickly

Peets Logo


Beverage Retail & Wholesale

Berkeley, CA



Hiring (Recruit, Offer, Preboard), Recruitment Marketing (CRM)

Peet’s Coffee approaches its hiring process the same way it approaches its coffee: with “commitment to quality and meticulous attention to detail.” Each year, Peet’s hires between 3,000 and 5,000 employees to work in hundreds of coffee shops and keep more than 15,000 grocery stores stocked with its signature blend of dark-roast coffee.

From roast to brew, Peet’s believes “one of the secrets to great coffee is the people behind it.” However, at Peet’s scale, hiring the best people to support all stages of the coffee-making process is easier said than done. With roles to fill in coffee shops, roasting plants, and distribution centers across the U.S. and China, Peet’s Coffee needed a way to get job offers out the door quickly while complying with a complex web of local, state, and national regulations.

In 2016, Peet’s began a partnership with iCIMS to deliver a great candidate experience and make it easier for its recruiters to hire without getting bogged down in manual paperwork and digging through files. In that time, Peet’s also created highly configurable workflows suited to each of its business units and improved efficiency by automating parts of the hiring process.

Peet’s Coffee ensures success by:

  • Improving its job offer process to bring candidates in the door faster.
  • Integrating recruiting solutions with the iCIMS platform, including solutions for tax credits, background screening, and skills assessments. This also improved other HR workflows, as iCIMS integrates directly with Peet’s HCM. The result is a smooth flow of data between the two systems.
  • Running reports from across decentralized hiring teams. Peet’s fills thousands of evergreen roles in coffee shops, outside sales, and customer service. A unified data picture, including how candidates are sourced, helps Peet’s decentralized recruiting teams keep an eye on how they’re doing and what actions they can take to hit their staffing goals.



Peet’s job offer process gets a boost

Peet’s customers—called Peetniks—don’t just go to Peet’s for the coffee; they go for the experience. That experience extends into the digital world, where customers have the option of ordering ahead via a mobile app that’s slick and easy to use.

That level of sophistication and convenience was missing from Peet’s offer letter process. Before partnering with iCIMS, Peet’s relied on a completely manual process utilizing Word documents and emails. Without a single repository for offer details, recruiters logged into multiple systems to search for the correct terms and notes relaying what was agreed upon and when.

The experience wasn’t much easier for candidates. Coffeefans-turned-candidates were emailed their offer letters. Once they accepted, employees couldn’t access or download their offer letters except by request. That, in turn, meant more hunting for Peet’s recruiters.

By moving to iCIMS Offer, Peet’s sped up its job offer process without sacrificing quality or control. Offer letter templates, a centralized system, and automation made it easier for Peet’s recruiters to deliver a personalized and compliant experience.

“iCIMS Offer took multiple tasks and condensed them into one workflow,” said Erin Suth, Senior Manager of Talent Acquisition. “We’re able to put together offer details, choose a template, modify the letter, put in for approvals, and send it for acceptance. All that’s saved to a person’s profile as a downloadable PDF that’s watermarked with timestamps. Everything is archived, and we know we’re staying compliant.”

Implementation of iCIMS Offer presented Peet’s team with an unusual opportunity to design a scalable offer letter process for the long term. Offer letter templates were built with input from stakeholders around the business, including its legal team. Weekly calls, trial-and-error testing, and on-demand changes from the iCIMS product team rounded out the process.

Today, the job offer experience is remarkably improved for candidates and employees, who can now access and download their offer letters, such as when applying for a car loan or apartment, without having to wait for recruiters. Next, Peet’s plans to roll out its offer letter process to retail stores.

“The key is making things as easy as possible for the candidate. Now they can access their documents with the click of a mouse,” says Suth. “But it’s more than that. It’s also a lot easier for us as users and has certainly sped up the hiring process.”

“We’ve taken key processes in HR operations and automated them through iCIMS. We place a high value on automation, integrations, syncing data — and doing it securely.”

Ryan Gibbons,
Senior Manager of HR Systems, Peet’s Coffee