Customer Service Officer

Kebony; Antwerpen; Sur place; EUR 38 000 - 52 000; Plein temps

Résumé du poste

Kebony Antwerp is seeking a Customer Service Officer who connects customers, sales, and operations to ensure smooth order flow from placement to delivery. You will own the customer journey, respond professionally to inquiries, and manage orders in ERP with care.

You will coordinate with logistics and account managers to meet KPIs, maintain accurate records, and support proactive problem-solving in a fast-paced environment. Fluency in Dutch and English is required.

Qualifications

• Bachelor’s degree and 2–4 years in a customer-facing role.
• Proficient with ERP/CRM systems and MS Office.
• Strong communication with internal and external stakeholders.

Responsabilités

• Act as the primary contact for customers, handling pricing, availability, lead times and order status.
• Respond to inquiries and complaints with proactive, solution-oriented service.
• Collaborate with sales and account managers to align on customer needs and follow up.
• Create, process and follow up on orders in ERP, manage master data and quotations.
• Coordinate with logistics and supply chain to ensure on-time delivery and issue resolution.

Connaissances

Strong communicator

Proactive and service-minded

Time management

Dutch & English fluency

Additional languages a plus

ERP/CRM proficiency

Microsoft Office (Outlook, Excel, Word

Formation

Bachelor’s degree in Business Administration or related field

Outils

ERP/CRM systems

Microsoft Outlook

Excel

Word

Description du poste

Make it yours – Your impact and what you will own

Customer focus is one of Kebony’s core values. As a Customer Service Officer, you are the person who makes that value real for our global customer base – from the moment an order is placed to the moment it arrives. You sit at the intersection of customers, sales, and operations, and you take full ownership of making that journey smooth and professional. This is a role for someone who is proactive by nature and who genuinely enjoys solving problems before they become complaints.

Customer Relationship Management

• Act as the primary point of contact for customers – providing support on inquiries related to pricing, availability, lead times, and order status
• Deliver professional and timely responses to customer queries and complaints – providing proactive, solution-oriented service that manages expectations with clarity and care
• Collaborate with sales and account managers to ensure alignment on customer needs and commercial follow-up

Order & Issue Management

• Create, process, and follow up on sales orders accurately and efficiently in the ERP system – ensuring quick turnaround on customer complaints and service issues
• Maintain and manage Customer Master Data – ensuring accuracy of customer records, pricing conditions, and delivery details at all times
• Prepare and manage customer quotations in coordination with sales and internal stakeholders – following up closely on open orders, backorders, and delivery performance with clear customer communication
• Monitor production progress and order execution – proactively identifying potential delays and coordinating solutions, and tracking your own performance against set customer service KPIs

Logistics, Delivery & Collaboration

• Coordinate closely with Logistics and Supply Chain to align delivery dates and transport solutions – supporting transport planning, including truck planning, load optimisation, and shipment volume calculations
• Work closely with Sales, Logistics, and Supply Chain to ensure seamless execution of customer orders – supporting account managers with quotations, lead time updates, and availability checks
• Maintain clear and accurate administrative records in ERP/CRM systems – ensuring the wider team always has reliable, up-to-date information to work from

What we are looking for: Experience, Qualifications & Skills

• Bachelor’s degree in Business Administration or a related field, with 2–4 years’ experience in a customer-facing role
• Proficient in ERP/CRM systems and Microsoft Office (Outlook, Excel, Word)
• Strong communicator – confident engaging both internal and external stakeholders
• Proactive and service-minded – comfortable working independently and taking initiative without being asked
• Excellent time management – able to prioritize effectively in a fast-paced, multi-tasking environment
• Fluent in Dutch, English; additional languages are a plus

What we offer – Why Kebony

A key role in a fast-growing, sustainable company with a global presence. Regular in-office collaboration keeps the team connected, while you enjoy autonomy and flexibility in how you work. You will have opportunities for professional growth and make a real, visible impact on how we serve our customers every day.

Specific

• Reports to: Customer Service Teamlead
• Team: Global Customer Service, Antwerp – an international and collaborative team working at the intersection of customers, sales, and operations, led by a Customer Service Team Lead and COO
• Key interfaces: Sales & Account Management, Logistics, Supply Chain, regional account managers
• Focus split (indicative): 35% customer relationship management, 35% order & issue management, 20% logistics & delivery coordination, 10% administration & reporting