Cellularline Group, with its brands Cellularline, Interphone, Nova, Skross, Audio Quality Lab, Music Sound and Coverlab, is a leading company in the smartphone and tablet accessories market. Founded in Reggio Emilia in 1990 and listed on the STAR segment of the Italian Stock Exchange since 2019, the Group is a technological and creative reference point in multimedia device accessories. Today, it employs around 300 people and distributes its products in over 60 countries.
For the Customer Service Department of Cellularline Benelux, we are looking for a:
CUSTOMER SERVICE & ORDER MANAGEMENT SPECIALIST
Responsibilities:
* Act as the main point of contact for customers, managing inquiries related to order status, delivery timelines, stock availability and issues;
* Manage and monitor order processing across multiple channels (email, phone, website, EDI), ensuring accuracy and timeliness;
* Handle order entry and bulk uploads (Excel), as well as order confirmations, invoicing, and delivery note processes;
* Coordinate with internal stakeholders to ensure correct order fulfillment, including backorder management and delivery date confirmation;
* Manage logistics activities, including shipment coordination, delivery issue resolution, and interaction with logistics providers (e.g. GLS, DHL);
* Monitor and handle customer complaints, ensuring timely resolution (missing items, damages, delivery discrepancies) and issuing credit notes/invoices when required;
* Manage after-sales processes, including warranty claims, RMA creation, product exchanges, and coordination with repair centers and suppliers;
* Oversee commercial return processes, ensuring proper classification, warehouse coordination, and credit note issuance;
* Support and manage marketplace operations (e.g. Fnac Darty, Bol), including order processing, customer communication, invoicing and returns management;
* Ensure proper use and maintenance of ERP systems and data accuracy, supporting process efficiency and continuous improvement;
* Collaborate with internal teams (Sales, Purchasing, Warehouse) to ensure smooth operational flow and high service levels.
Skills and Requirements:
* Fluency in Dutch is mandatory; knowledge of French and English is considered a plus;
* Previous experience of 4–5 years in Customer Service, Order Management or Logistics roles;
* Strong customer orientation and problem-solving mindset;
* Good knowledge of ERP systems and Excel (including data management);
* Excellent organizational skills and ability to manage multiple priorities;
* Attention to detail and process accuracy;
* Ability to work effectively with cross-functional teams.