Customer Service Representative BENELUX

About Falk & RossFalk & Ross is one of Europe’s leading textile wholesalers for promotional wear, merchandise, and workwear. Our mission is to deliver quality, service, and reliability, enabling our partners to present their brands in the best possible way.With a strong international network, modern logistics, and a dedicated team, we are shaping the future of the textile industry.For our office in Waterloo we need a Customer Service Representative to support the BENELUX – Scandinavia – Ireland market Your MissionAs a Customer Service Representative, your core mission is to support the customer by providing a courteous and professional service via an effective and efficient order management, answering any enquiries and dealing with any issues. Customer Satisfaction is key to our success and you are the ambassador to make this happen in your daily contacts.Your Key ResponsibilitiesProcessing and releasing customer orders (manual via mail/webshop) in the ERP System, considering customer requests, the payment condition and credit policyResponding to customer enquiries by mail or by phone on product availability, order status, deliveries and product information (sizes, brands, colors, alternatives)Follow up on backorder status, contacting internal teams for expediting where possible and customer communicationAssisting and guiding the customers through our online tools such as the webshopProcess dropshipments in collaboration with the internal departments, procurement and accounting.Processing of new customers, contact for complementary information and for welcoming themProvide support in the current process of handling claims and adapt to take up a more active role when the improved process comes into effect.All customer and internal communication should be done in a timely and courteous manner, representing a positive voice of the company.Identify and signal potential lead/buying signals from the customer contacts and pass these on to the sales team.Maintain data in ERP (Sage) and CRM (Salesforce.com) up to date,Collaborate with internal teams to ensure a smooth onboarding process and high service levels for new customersThink „Service to customers“Key Performance Indicators (KPIs) – actual targets will be set each yearSales Holds (% of orders on sales hold):Indicating a correct and timely release of our sales holds for a swift order fulfillmentResponsiveness both on email and telephone communication:Email responsiveness (emails within 12 hours)Telephony responsiveness (abandoned calls)Team based KPI’sOn Time in FullEnsuring our orders are delivered on tIme and in Full, is a cross functional responsibility, customer service is a key player in this.BackordersEnsuring backorders are cleared at the earliest convenience and ageing is within the targets. Measurement, Backorders as % of monthly sales.Net Promotor ScoreThe ultimate measure for customer satisfaction. A company wide indicatorYour ProfileYou have 1-2 years of experience in Customer ServiceYou are trilingual French – Dutch - EnglishYou work accurately with attention to detail. Right first-time mindsetYou think „Service to customers“You are stress resistant and remain calm when answering questionsYou work collaboratively, being supportive of colleagues and others. This includes regularly attending team/other relevant meetings and keeping colleagues up-to-date on relevant work issuesYou are eager to learn more about our products and our business.You identify and signal areas of improvement, in a mindset of continuous improvement.What We OfferAt Falk & Ross, you’ll join a strong international player with a clear ambition for growth—and the tools and trust to make a real impact.A challenging field sales role with high autonomy and direct influence on regional growthA competitive salary package with an attractive performance-based bonus structureA comprehensive onboarding and training program to ensure deep product and market knowledgeOngoing support from experienced internal teams (sales, customer service, logistics, marketing)Opportunities for professional development and career growth within an international organizationA dynamic, entrepreneurial culture that values initiative, ownership, and customer focusThe chance to represent a strong, well-established brand with a broad and competitive product portfolioTo support our international hiring process, we kindly ask you to apply with an English CV.