Customer Service Agent

Job Location: Brussels

Brussels

Company Description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 40,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Diversity Statement

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

Are you looking for an empowering experience to support the supply and our customers ? As a Customer Service Agent within the supply team, you play a pivotal role reporting directly to the Customer Service & Master Data Manager Benelux.

Main Responsibilities:

Your primary objective is to deliver a high level of service within the supply chain domain, covering aspects such as orders, logistics, and promotion follow-up. You are entrusted with managing a designated portfolio of customers, primarily in the Dutch market, serving as the frontline for customer support and advice to ensure both customer satisfaction and operational targets are met.

Your role involves end-to-end management of the customer portfolio in the Benelux, from order initiation to invoice generation. You handle order reception through various channels (EDI/VMI, manual), ensuring seamless integration into SAP. Beyond these activities, you proactively follow up on promotions and guarantee timely order reception. In collaboration with customers and the warehouse, you effectively manage returns and refusals, addressing logistic complaints as they arise.

A key aspect of your responsibility is to cultivate strong relationships with customers, providing added value through effective communication and support. As the single point of contact for logistic collaboration and requests, you become an integral liaison between our organization and the customers. Collaborating closely with teams across the supply chain department and the Key Account Managers of assigned customers, you maintain robust working relationships to facilitate quick and accurate deliveries.

Regular visits to our Dutch office in Breda, about once a month, demonstrate your commitment to building stronger connections and understanding the dynamics of the business environment.

You regularly monitor Customer' feedback, Service Levels and KPIs, and proactively suggest improvements to enhance the customer experience.

Who we are looking for:

As an ideal candidate, you hold a professional bachelor's degree. Your linguistic capabilities include a fluency in Dutch and French (verbal and written) and a strong command of English.

Your ability to communicate effectively and cultivate strong relationships has been demonstrated in your professional experience and your sense for organization, attention to detail, and ability to manage priorities effectively set you apart in your field.

Your collaborative spirit shines through as you work with colleagues from various backgrounds, and your technical proficiency extends to Excel with a potential familiarity with SAP in your skill set.

You have a customer-oriented mindset with a focus on delivering high-quality service. A previous experience in a customer service role using SAP is an additional advantage.

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.