Customer Service Representative

About FPS At FPS, Flexible Packaging Solutions, 3,500 colleagues across 19 countries work together to create flexible packaging solutions that protect products people rely on every day, from food to pharmaceuticals. Our global workforce brings together 31 nationalities and four generations, combining different perspectives, experiences and ideas across our organization. Women represent 51% of our colleagues, and we are proud to be Great Place to Work Certified in every country where certification is eligible. Across 13 production plants and 22 sales locations, we produce FIBCs (Big Bags), container liners and other sustainable packaging solutions for customers around the world. Sustainability is an important part of how we operate. Our EcoVadis Platinum rating places FPS among the top 1% of companies worldwide for sustainability performance. Our impact also reaches beyond our business. Through our WaterSafe program, we have supported around 4.3 million people in gaining access to clean water. At FPS, you will have the opportunity to grow through real projects, meaningful feedback and the freedom to bring new ideas to life. Come as you are. Grow with purpose. Join FPS. More than just processing orders. Making a real difference. You already have some professional experience under your belt and know what you are looking for: a job where you have your own customers, where your opinion matters and where no two days are the same. You enjoy switching between customers, colleagues and production teams, communicating in three languages. And when something goes wrong, you act rather than simply waiting for someone else to step in. If this sounds like you, we are looking for a Customer Service Representative to join FPS Benelux in Izegem. FPS Benelux operates from two offices: Izegem, where you will be based, and Amstelveen, which is also the headquarters of FPS Global. Our Belgian and Dutch colleagues work together as one team. We make no distinction between the two countries and support each other whenever needed. In Izegem, you will join a small, close-knit team with a family atmosphere and short communication lines. At the same time, you will benefit from the resources and strength of an international group: the best of both worlds. Your role As a Customer Service Representative, you will be the permanent point of contact for your own customer portfolio. You will work closely with our Account Managers. They help define the commercial strategy, while you make sure everything runs smoothly in practice and according to agreements. You are the person closest to the customer and are often the first to spot opportunities and potential problems. Your

key responsibilities
• You manage your customer portfolio together with the Account Manager and follow up on orders from A to Z: from order entry and order confirmation through to delivery to the customer.
• You schedule deliveries in consultation with production and logistics and proactively keep your customers informed, especially when things do not go according to plan.
• You prepare quotations and price adjustments.
• You request samples from our international production sites and follow up until they reach the customer.
• You handle customer complaints: investigate what went wrong, coordinate with the relevant colleagues and ensure the customer receives a clear response.
• You maintain forecasts and flag any changes in a customer's ordering patterns in good time.
• You communicate with customers daily by phone and email in Dutch, French and English.
• You build strong relationships with your customers and colleagues in Izegem and Amstelveen, as well as with teams in production, logistics, quality and finance, across international borders. Knowing your network helps you solve problems faster.
• You actively contribute ideas on how to improve processes and working methods and are confident enough to put forward your suggestions. Who are you?
• You already have a few years of professional experience, preferably in internal sales, customer service, sales support or another customer-facing role in a B2B environment. This is not your first job, but you do not need ten years of experience either.
• You don't wait for a problem to land on your desk. If a delivery looks likely to be delayed, you contact both production and the customer yourself, before anyone even asks you to.
• An unhappy customer, a delayed container or a last-minute order change does not throw you off balance. You quickly regain your focus, look for a solution and keep an overview.
• You find it easy to build relationships with people, including colleagues on the other side of the world whom you may never have met in person.
• You work accurately and appreciate structure, even when things get busy. What you bring to the table
• French: You are comfortable speaking on the phone with French-speaking customers and writing clear, professional emails. This is an essential requirement for the role.
• English: You communicate fluently, as it is the working language within our international group.
• Dutch: The everyday working language within our Benelux team, both in Izegem and Amstelveen.
• You are confident using Excel and Outlook and can quickly familiarize yourself with new systems. Experience with an ERP system is an advantage.
• You hold a bachelor’s degree or have gained an equivalent level of expertise through at least three years of experience in a commercial or customer-facing B2B role.

What we offer
• A permanent position with real responsibility: Your own customer portfolio and a team of Account Managers who count on you.
• A small team with a family atmosphere, where colleagues support each other, as well as one Benelux team working closely with our colleagues in Amstelveen. A few times a year, you will visit our headquarters to meet your Dutch colleagues and the global team in person.
• Comprehensive training: You will get to know our products, customers and processes step by step, with colleagues on hand to guide you.
• A competitive salary, complemented by meal vouchers and a commuting allowance.
• More time off: A 39-hour working week with 6 additional ADV days on top of your statutory annual leave entitlement.
• Flexible

working hours
within clear agreement: Your working day is not set down to the minute, allowing you to combine work and private life more easily, as long as customers and colleagues can count on you. The role is primarily office-based, with occasional remote working open for discussion.
• A modern office at Skyline Park in Izegem: Easily accessible via the E403 and N36, with ample free parking, electric vehicle charging points and bicycle storage, as well as an on-site fitness room and showers. We’re curious about you. Who you are, what makes you unique and the talents you bring to the table. At FPS, we believe it’s our differences that make us stronger. By bringing together different talents, perspectives and personalities, we create the best results for our customers and for each other. So, show us who you are, tell us what drives you and apply for this position. We look forward to getting to know you Please note: Unsolicited approaches from recruitment agencies or third parties are not appreciated