Customer Service Officer

Customer Service Officer

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 and French

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