Customer Service Specialist

Purpose and Mission

This role requires a detail-oriented, proactive individual who thrives in
a fast-paced environment and is committed to delivering exceptional service. CSRs are responsible for processing
and confirming orders within 48 hours, on-time delivery setups, resolving inquiries with agility, and supporting the
commercial team in delivering a seamless customer experience. With a strong sense of ownership and a mindset
rooted in trust, integrity, and boldness, CSRs play a critical role in building long-term customer loyalty and
operational excellence.

Key Activities and Responsibilities

 Order Processing Excellence: Accurately enter and confirm customer orders within 48 hours of receipt,
striving for zero errors, and meeting on-time deliveries
 Customer-Centric Support: Respond promptly and professionally to all customer inquiries, providing clear,
accurate, and timely information.
 Inventory Awareness: Review available inventory and coordinate with supply chain to fulfill orders quickly
and efficiently.
 Proactive Communication: Keep customers and sales managers informed of order status, delays, or
changes, building trust through transparency.
 Problem Solving: Resolve issues with agility and ownership, escalating when necessary but always
seeking first-contact resolution.
 Documentation & Accuracy: Maintain meticulous records of customer interactions, order changes, and
service issues.
 Collaboration: Work closely with sales, logistics, and production teams to ensure seamless customer
experiences.
 Continuous Improvement: Identify process inefficiencies and suggest improvements to enhance service
quality and speed.

Expectations:

 Accurately process and confirm customer orders within 48 hours of receipt, maintaining a zero-error
standard. Including meeting requested delivery dates / confirmed dates.
 Prepare orders for shipment meeting the expected requested delivery date, and work with the
department leader, including the sales and manufacturing organization to see orders made and shipped
on time.
 Respond promptly and professionally to customer inquiries, manage expectations, providing clear, helpful,
and timely information.
 Review available inventory and coordinate with planning and logistics to ensure fast and accurate order
fulfillment.
 Maintain detailed and accurate records of customer interactions, order changes, and service issues.
 Collaborate closely with sales, marketing operations, and logistics to ensure seamless customer service
and issue resolution.
 Monitor open orders, deliveries, and invoicing to ensure alignment with customer expectations and
internal targets.
 Escalate complex issues to the Customer Service Team Leader while striving for first-contact resolution.
 Support the launch of new products and solutions by providing accurate information and timely updates
to customers.
 Participate in continuous improvement initiatives to enhance service quality, speed, and customer
satisfaction.
 Uphold Bekaert’s values of integrity, trust, agility, and boldness in every customer interaction.
 Maintain a proactive and positive attitude, contributing to a collaborative and high-performance team
culture.
 Assist in training new team members and sharing best practices to strengthen team capabilities.
 Support on the credit release processes striving to aid resolving overdue invoices
 Ensure compliance with internal policies and procedures related to order processing, documentation, and
communication.

Skills

• Excellent communication, problem-solving, and interpersonal skills Proficiency in customer service software and tools
• Strong commitment to providing exceptional customer service
• Attention to detail and accuracy in handling customer inquiries and issues

Previous Experience

• Minimum 3 years of experience in customer service

Qualifications and Education

• Bachelor’s degree in Business Administration, Management, or a related field