Customer Service & Order Administration Specialist FR/EN

Our client is a well-established international manufacturing and distribution company recognised for its commitment to quality, innovation, and customer satisfaction. Operating across multiple markets, the organisation offers a fast-paced and collaborative environment where teamwork and continuous improvement drive success.

As a Customer Service & Order Administration Specialist FR/EN your responsibilities are:

• Manage the complete order-to-cash process for a portfolio of domestic and international customers.
• Process, release, and monitor customer orders received through various channels, including e-commerce platforms, email, phone, and EDI.
• Provide customers with timely updates regarding order status, product availability, pricing, promotions, shipment tracking, and related documentation.
• Maintain accurate customer purchase order records within the ERP system for compliance and audit purposes.
• Collaborate closely with Supply Chain and Planning teams to validate customer demand against inventory availability.
• Manage backorders proactively and communicate alternative solutions when supply shortages arise.
• Coordinate shipments from multiple production sites and third-party suppliers while ensuring on-time delivery.
• Prepare and verify shipping, export, and customer-specific documentation.
• Handle debit and credit note administration.
• Respond to customer enquiries and manage claims related to logistics, quality, pricing, warranty, transport, and other service issues.
• Escalate complex cases according to internal procedures and ensure prompt resolution.
• Work cross-functionally with Sales, Logistics, Finance, Compliance, Marketing, and Product teams.
• Produce operational reports and analyse business data to support decision-making.
• Identify opportunities for process optimisation and contribute to continuous improvement initiatives.
• Support the implementation of best practices and departmental performance standards.

A successful Customer Service & Order Administration Specialist FR/EN should have:

• Holds a Bachelor's degree or equivalent experience.
• Has initial experience within Customer Service, Customer Support, Order Management, Sales Administration, or Supply Chain Administration.
• Is fluent in English, both written and spoken.
• Possesses a good working knowledge of French.
• Additional language skills are considered a strong asset.
• Has experience working with ERP systems, ideally SAP SD (Sales & Distribution).
• Demonstrates excellent proficiency with Microsoft Office, particularly Excel, Outlook, Teams, and PowerPoint.
• Has strong communication, organisation, and stakeholder management skills.
• Is customer-focused and solutions-oriented.
• Can work independently while also being an effective team player.
• Remains calm and efficient in a fast-paced environment.
• Displays strong attention to detail and analytical thinking.
• Adopts a continuous improvement mindset and strives for service excellence.