Senior Customer Service Operations Specialist

A large international organisation operating within fast moving consumer goods, with a strong focus on supply chain excellence, digitalisation, and customer centric service delivery. The company manages complex, highly automated order to cash environments across multiple European markets.

As Senior Customer Operations Specialist, you play a key role in driving continuous improvement and service excellence across a complex and automated supply chain. The role focuses heavily on process optimisation, system improvements, and cross functional collaboration. You combine operational expertise with a strong improvement mindset to reduce customer effort and enhance end to end performance.

• Lead continuous improvement initiatives to simplify processes and reduce manual work
• Coordinate and manage medium sized projects and contribute to larger cross functional programmes
• Monitor automated order, delivery, and invoicing flows and perform root cause analysis on deviations
• Coordinate and execute end to end regression testing during system upgrades or changes
• Act as liaison between Customer Operations, IT, and Supply Chain teams on system improvements
• Handle complex customer and logistics inquiries with proactive communication
• Translate system and supply chain data into actionable insights
• Support colleagues, share best practices, and strengthen team performance

• Bachelor degree with minimum 8 years of relevant experience or Master degree with minimum 5 years
• Background in Customer Operations, Customer Care, Sales Support, Logistics, Demand Planning or similar
• Experience in a customer service environment, preferably within FMCG
• Strong knowledge of order processing, transport, invoicing, claims, returns, debit and credit handling
• Experience working with complex system landscapes and automated order to cash processes
• SAP and Salesforce experience is a strong plus
• Strong customer centric mindset with affinity for systems and automation
• Proven continuous improvement or project experience
• Fluent in Dutch and English
• French is a strong plus for the Belgium market

• Hybrid working model with 2 from office and 3 from home
• 32 hours possible, day off not on Friday
• Bi monthly Saturday shift from 08:00 to 13:00
• Bi monthly on call duty between 07:00 and 21:00 during one full week