Customer Service
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As a Customer Service & Order Administration Specialist FR/EN your responsibilities are:
- Manage the complete order-to-cash process for a portfolio of domestic and international customers.
- Process, release, and monitor customer orders received through various channels, including e-commerce platforms, email, phone, and EDI.
- Provide customers with timely updates regarding order status, product availability, pricing, promotions, shipment tracking, and related documentation.
- Maintain accurate customer purchase order records within the ERP system for compliance and audit purposes.
- Collaborate closely with Supply Chain and Planning teams to validate customer demand against inventory availability.
- Manage backorders proactively and communicate alternative solutions when supply shortages arise.
- Coordinate shipments from multiple production sites and third-party suppliers while ensuring on-time delivery.
- Prepare and verify shipping, export, and customer-specific documentation.
- Handle debit and credit note administration.
- Respond to customer enquiries and manage claims related to logistics, quality, pricing, warranty, transport, and other service issues.
- Escalate complex cases according to internal procedures and ensure prompt resolution.
- Work cross-functionally with Sales, Logistics, Finance, Compliance, Marketing, and Product teams.
- Produce operational reports and analyse business data to support decision-making.
- Identify opportunities for process optimisation and contribute to continuous improvement initiatives.
- Support the implementation of best practices and departmental performance standards.
A successful Customer Service & Order Administration Specialist FR/EN should have:
- Holds a Bachelor's degree or equivalent experience.
- Has initial experience within Customer Service, Customer Support, Order Management, Sales Administration, or Supply Chain Administration.
- Is fluent in English, both written and spoken.
- Possesses a good working knowledge of French.
- Additional language skills are considered a strong asset.
- Has experience working with ERP systems, ideally SAP SD (Sales & Distribution).
- Demonstrates excellent proficiency with Microsoft Office, particularly Excel, Outlook, Teams, and PowerPoint.
- Has strong communication, organisation, and stakeholder management skills.
- Is customer-focused and solutions-oriented.
- Can work independently while also being an effective team player.
- Remains calm and efficient in a fast-paced environment.
- Displays strong attention to detail and analytical thinking.
- Adopts a continuous improvement mindset and strives for service excellence.
Our customer offers you:
- A challenging role within a respected international organisation.
- Exposure to a global business environment and cross-functional teams.
- A collaborative culture focused on customer satisfaction and operational excellence.
- Opportunities to develop professional skills within Customer Service, Supply Chain, and Order Management.
- A competitive salary package complemented by attractive fringe benefits.
- A supportive and dynamic working environment where initiative and teamwork are valued.
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