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Customer Service Representatives help our customers with placing orders and providing support on all type of questions. Their goal is to secure customer centricity in customer interactions, inbound and outbound. Perform the operational tasks in the order to invoice process in the most lean and efficient way possible, and 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 like: track and trace, claims questions, order questions, web shop support, 3PL communication.
• Customer Service calls (inbound and outbound), with the purpose to increase customer service.
• Responsible for administrative processes related to the sale of products to customers, complying at all times with internal procedures established by the company.
• Share with Sales Representatives the responsibility to keep the client informed and properly advised about the products, in order to ensure a positive evolution of sales.
• Update relevant information in CRM and thus providing the Sales Representatives with information from clients that allows them to define and develop the necessary actions to achieve sales objectives.
• Be involved and pro-actively engage in continuous improvement initiatives

Context and Scope

Performs all operational tasks related to the customer interaction in the order to invoice process.

The position is positioned in the Brussels office, and the clients are included in three different pillars being Pet Specialty Retail (PSR), Veterinarians (VET) and professional Kennels and Breeders (PRO) in the Benelux.

It is a position that requires a lot of interaction and must interact with Sales, Logistics and S&F for the correct management of customer accounts. The position also requires high level teamwork.

As the first point of contact with the client, the position demands strong communication skills (empathy and assertiveness) to deal with the situations that arise in the day to day, as well as being detailed oriented, organized/have methodology to be successful.

Job Specifications/Qualifications

Education

• Relevant administrative education or qualification.
• Fluency in French and Dutch is required, preferably also English

Knowledge/experience

• 1-2 years of experience in a similar position with a very strong customer service focus.
• Good communication and conflict management skills.
• High level of detail orientation and good organizational skills.
• Ability to deal with high time pressure situations.
• IT-literate: high level of Microsoft Office, especially Excel- user level. Preference to 1NAV knowledge.