Customer service officer

Customer Service Officer

Make it yours – Your impact and what you will own

At Kebony, customer focus is at the heart of everything we do. As Customer Service Officer, you are the voice customers hear, the hands that process their orders, and the mind that solves their problems – often all at once. Based in our Global Customer Service team in Antwerp, you will take full ownership of the customer journey from order placement to delivery, working closely with sales, logistics, and supply chain to make sure every promise we make to a customer is kept. You are accountable for the outcomes – not just the activities.

Customer Relationship Management

• Act as the primary point of contact for customers, providing timely and professional support on pricing, availability, lead times, and order status
• Deliver proactive, solution-oriented service – managing customer expectations with clarity and care, and resolving issues before they escalate
• Collaborate with regional account managers to stay aligned on customer needs and ensure seamless commercial follow-up

Order & Issue Management

• Create, process, and follow up on sales orders accurately and efficiently in the ERP system, maintaining full data integrity throughout
• 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
• Monitor open orders, backorders, and delivery performance – proactively identifying potential delays, coordinating solutions, and keeping customers informed
• Monitor production progress and order execution, flagging potential delays early and coordinating cross-functional solutions

Logistics & Delivery Coordination

• Coordinate closely with Logistics and Supply Chain to align delivery dates and find the right transport solutions for each customer
• Own transport planning including truck planning, load optimization, and calculation of shipment volumes

Your commitment to the team – Key responsibilities

These are the commitments you make to the wider Kebony team – the behaviors and ways of working that build trust and keep our community strong.

• Work closely with Sales, Logistics, and Supply Chain to ensure seamless execution of customer orders – acting as the connective tissue between all teams
• Maintain clear and accurate administrative records in ERP and CRM systems – your data quality is the foundation of trust with customers and colleagues
• Support account managers with quotations, lead time updates, and availability checks – enabling the commercial team to focus on growing the business
• Monitor and actively work to meet customer service KPIs – taking ownership of your own performance and contributing to the team’s overall results

What we are looking for: Experience, Qualifications & Skills

• Bachelor’s degree in Business Administration or a related field, with 2–4 years of experience in a customer-facing role
• Proficient in ERP and CRM systems and Microsoft Office (Outlook, Excel, Word)
• Strong communicator – confident and professional with both internal and external stakeholders across cultures and seniority levels
• Proactive and service-minded – you anticipate needs, take initiative, and are comfortable working independently
• Excellent time management and the ability to prioritize effectively in a fast-paced, international environment
• Fluent in English (written and spoken). Knowledge of any Scandinavian language is a strong plus.

What we offer – Why Kebony

You’ll play a key role in a fast-growing, sustainable company with a genuine global presence. You will have real autonomy in how you work, regular in-office collaboration to stay closely connected with the team, and genuine opportunities to grow professionally. Your work will directly shape how Kebony’s customers experience us every day – that’s a responsibility we take seriously and one we value highly.

About your team

The Customer Service team in Antwerp is an international, hands-on group working at the intersection of customers, sales, and operations. Led by a Customer Service Team Lead, the team ensures smooth order execution, clear communication, and reliable delivery performance across multiple markets. Ownership, teamwork, and a practical mindset are central to how the team operates – and you will be a full part of that from day one.

Specific

• This position reports to the Customer Service Team Lead
• Key internal interfaces: Sales, Logistics, Supply Chain, Finance
• Focus split (indicative): 50% order & issue management, 30% customer communication & relationship, 20% logistics coordination & administration
• Location: Antwerp, Belgium