Customer Service Specialist

Be part of something bigger! As the world and the way people live is changing, we at Bekaert believe it's our responsibility to contribute to finding new solutions for the future. With a 140+ year old heritage of excellence, innovation, and a future-focused mindset, we strive to create value for our customers and society. We aim to do this through innovative solutions and sustainable practices. We are committed to pushing the boundaries of steel wire transformation and coatings whilst also leveraging our expertise to develop innovative solutions with new materials and services in a safe, smart, and sustainable way. Our focus extends to markets such as new mobility, low-carbon construction, and green energy. As a dynamic and growing company with over 19 000 employees worldwide, 75 nationalities, a retention rate above 90% and € 3,7 billion in combined revenue in 2025, we are looking for someone like you to join our team as we continue to shape a safer, more efficient, and connected world! 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 Be bold and take the leap! We're looking for individuals who are not afraid to take risks and explore new ideas. If you are passionate about personal growth and bringing your authentic self to work, we want you on our team! At Bekaert, we celebrate diversity and are committed to creating an inclusive work environment. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. To learn more about us and our exciting career opportunities, visit Bekaert Careers