Customer Service Representative Royal Canin

Beschreibung:

Job Description:

The Customer Service Representative plays a key role in supporting our customers - from placing orders to resolving inquiries across every interaction channel. Your mission is to deliver an exceptional customer experience, both inbound and outbound, while ensuring a smooth, efficient and high-quality order-to-invoice process. In this role, you directly contribute to the success and objectives of Royal Canin.

What are we looking for?

* Relevant administrative education or qualification.

* Fluency in French and Dutch is essential - English is a strong plus.

* 1-2 years' experience in a similar role with a strong customer service focus.

* Excellent communication and conflict-management skills.

* Strong attention to detail and solid organizational abilities.

* Ability to perform under time pressure while maintaining quality.

* Strong IT affinity: confident Microsoft Office user, especially Excel.

* Experience with 1NAV is an advantage

What are your key responsibilities

* Manage orders via EDI, Webshop, Mail, CRM, and Phone.

* Handle claims and returns.

* Support customers with: Track & trace, Order and delivery questions, Webshop assistance, 3PL communication.

* Conduct inbound and outbound customer calls to enhance the service experience.

* Manage administrative processes related to product sales while complying with internal procedures.

* Work closely with Sales to keep customers informed and engaged, supporting positive sales development.

* Keep CRM information accurate and up to date, enabling Sales to act on customer insights.

* Actively contribute to and support continuous improvement initiatives

You will perform all operational tasks linked to customer interactions within the order-to-invoice process. This role is based in our Brussels office and supports customers across three key channels in the Benelux region: Pet Specialty Retail (PSR), Veterinarians (VET), Professional Kennels & Breeders (PRO). Success in this role requires frequent collaboration with Sales, Logistics, and S&F, as well as a strong team spirit.

As the first point of contact for our customers, you bring empathy, professionalism, and assertiveness to every interaction. You are structured, detail-oriented, and organized - ensuring every case is handled with care and efficiency.

What can you expect from Mars?

* Work alongside diverse and talented Associates, guided by the Five Principles.

* Be part of a purpose-driven company shaping a better tomorrow.

* Access best-in-class learning and development from day one, including Mars University. An industry-competitive salary and benefits package, including company bonus