Customer Care Agent International Accounts

Customer Care Agent International Accounts

Vandemoortele

Ghent, Belgium

Your role

As a Customer Care Agent International Accounts, you will be at the heart of our business, working with Vandemoortele’s biggest customers and serving as the key link between internal teams and external stakeholders. You are responsible for ensuring an exceptional customer experience for key international customers while supporting the company's commercial and operational objectives in a dynamic, high-performance environment. Acting as a central point of coordination, you ensure smooth execution of customer-related activities, facilitate effective communication across the organization, and drive the timely resolution of challenges. Through close collaboration with Sales, Supply Chain, Operations, Finance, and other business functions, you contribute to strong customer partnerships and operational excellence. Beyond your core responsibilities, you play a flexible and versatile role within the Customer Care organization. You adapt quickly to changing priorities, support a variety of customer portfolios, processes, and projects, and act as a reliable back-up for colleagues whenever needed.

Your main responsibilities

• Process orders (and other order types) and forecast correctly and ensure they are delivered as per logistic conditions agreed by the customer.
• Resolve order blocking issues (credit limit; absence of contract or pricing) with the relevant internal stakeholders (resp. AR; sales) of the different customer orders.
• Follow up of the orders in case of OTIF deviations (such as missing products, delivery delays, etc.), keeping customer and respective sales responsible informed and creating credit notes based on signed delivery notes.
• Send samples and support in sales in business development.
• Ensure responsive communication with customers, as their primary point of contact, to meet their needs effectively.
• Solve ad hoc or structural problems by connecting with local 2nd line or 3rd line.
• Register complaints and take responsibility for their resolution, ensure communication of the resolution towards customers.
• Send pro forma invoices and follow up on prepayments.
• Take part in product development / pallet / packaging / load optimization projects and defining warehouse capacity requirements. 
• Ensure that customer requirements are met in the delivery process to guarantee customer satisfaction. 
• Address network issues proactively based on stock levels to prevent Out of Stock (OOS), Possible Obsolete Stock (POS), and Possible Critical Stock (PCS). 
• Commercial Conditions: Implement price changes in SAP and other relevant systems. 
• Product Master Data: Fill out customer-specific forms, manage customer access on various platforms, facilitating secure information exchange and communicate any change in existing products and update the customer platforms.

Are you the one we're looking for?

• You have a bachelor’s degree preferably in a commercial field or equivalent through experience.
• You are customer-oriented, which reflects a commitment to placing the customer experience at the forefront.
• Your stability shines through in complex and high-pressure situations, making you a reliable and dependable team member.
• You are solution-oriented, allowing you to effortlessly generate resolutions for challenges as they emerge.
• You proactively anticipate and address customer requests.
• You are a strong communicator with good social skills to cooperate efficiently with different internal and external stakeholders.
• You have a fluent knowledge of English, German or Dutch is a big plus.
• You are fluent in current IT applications (Outlook, PowerPoint, Excel, Word ...).
• Experience with SAP is a plus.
• You work very accurately and are administratively strong.