Customer Service Representative
il y a 1 semaine
Customer Service Representatives help our customers with placing orders and providing support on all types of questions. Their goal is to secure customer centricity in customer interactions, both inbound and outbound. They perform the operational tasks in the order to invoice process in the most lean and efficient way possible, thus participating in the achievement of the objectives of Royal Canin.
Key Responsibilities
- Order Management; EDI, Webshop, Mail, CRM, and Phone.
- Claims and returns handling.
- Customer support activities including track and trace, claims questions, order questions, web shop support, and 3PL communication.
- Customer Service calls (inbound and outbound) aimed at increasing customer service.
- Responsible for administrative processes related to the sale of products to customers, complying with internal procedures established by the company.
- Share with Sales Representatives the responsibility to keep the client informed and properly advised about the products, ensuring a positive evolution of sales.
- Update relevant information in CRM, providing Sales Representatives with client information that allows them to define and develop necessary actions to achieve sales objectives.
- Proactively engage in continuous improvement initiatives.
Context and Scope
This position performs all operational tasks related to customer interaction in the order to invoice process. The position is based in the Brussels office, serving clients in three different pillars: Pet Specialty Retail (PSR), Veterinarians (VET), and professional Kennels and Breeders (PRO) in the Benelux.
It requires a lot of interaction and collaboration with Sales, Logistics, and S&F for the correct management of customer accounts. The role also demands high-level teamwork.
As the first point of contact with the client, the position requires strong communication skills (empathy and assertiveness) to manage daily situations effectively, as well as being detail-oriented and organized.
Job Specifications / Qualifications
Education
- Relevant administrative education or qualification.
- Fluency in French and Dutch is required; English is preferred.
Knowledge/Experience
- 1-2 years of experience in a similar position with a strong customer service focus.
- Good communication and conflict management skills.
- High level of detail orientation and strong organizational skills.
- Ability to deal with high-pressure situations.
- IT-literate: high level of Microsoft Office, especially Excel; preference for 1NAV knowledge.
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