Customer service specialist

Want to help us bring happiness to the world? Want to join an ambitious and fast growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure and people? Then this is the place for you.

As proud bakers and chocolatiers and custodians of iconic global brands, we don’t compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits.

To succeed at pladis you need to be purpose-led, resilient and positive to succeed here because we expect pace and agility, we insist on collaboration and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact

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Mission

As a Customer Service Specialist, you will be the primary point of contact for our customers, ensuring exceptional service and seamless order-to-delivery processes. You will manage customer queries, resolve issues efficiently, and collaborate with internal teams to uphold service excellence and strengthen customer relationships.

Key Responsibilities

· Order Management: Process and monitor customer orders accurately, ensuring timely fulfilment and delivery.

· Customer Support: Respond promptly to customer or sales team enquiries via phone, email, and digital platforms, providing clear and professional communication.

· Issue Resolution: Investigate and facilitate resolution of complaints or delivery discrepancies, ensuring customer satisfaction and compliance with company policies.

· Data Accuracy: Maintain up-to-date records in ERP systems, ensuring integrity of customer and order data.

· Cross-Functional Collaboration: Liaise with logistics, planning, and finance teams to address customer needs and resolve operational challenges.

· Performance Monitoring: Track service KPIs, identify trends, and propose improvements to enhance customer experience.

· Continuous Improvement: Contribute to process optimisation initiatives to improve efficiency and reduce errors.

· Compliance & Standards: Ensure adherence to company policies, quality standards, and regulatory requirements in all customer interactions.

Profile & Qualifications

· Minimum 5 years’ experience in customer service or order management, preferably in FMCG or B2B environments.

· Strong problem-solving and organisational skills with attention to detail.

· Proficiency in ERP systems and MS Office tools.

· Excellent communication skills in English; knowledge of French or Dutch is an advantage.

· Ability to work under pressure and manage multiple priorities effectively.

Behavioural Competencies

· Collaboration: Builds strong relationships with internal teams and external customers to deliver seamless service.

· Adaptability: Responds positively to changing priorities and customer demands.

· Ownership & Accountability: Takes responsibility for resolving customer issues and ensuring service excellence.

· Problem-Solving: Analyses root causes of service failures and implements corrective actions.

· Communication: Conveys information clearly and confidently, both verbally and in writing.

· Customer Focus: Demonstrates empathy and commitment to exceeding customer expectations.

Personal Attributes

· Proactive and Reliable: Anticipates customer needs and acts promptly.

· Calm Under Pressure: Maintains composure during peak periods and challenging situations.

· Committed to Excellence: Passionate about delivering outstanding customer experiences.

· Approachable and Supportive: Builds trust and fosters positive relationships.

pladis is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

We operate a strict Preferred Supplier List. If you are a recruitment agency and wish to submit candidate to be considered for this vacancy, you must have agreed to, and signed, our terms of business.
We will not accept CVs from any other sources other than those currently on our PSL. We will not pay a fee for any candidate that has not been represented by a provider on our PSL.