Customer Service Representative Royal Canin

Job Description

Job Description:

The Customer Service Representative plays a key role in supporting our customers — from placing orders to resolving inquiries across every interaction channel. Your mission is to deliver an exceptional customer experience, both inbound and outbound, while ensuring a smooth, efficient and high-quality order-to-invoice process. In this role, you directly contribute to the success and objectives of Royal Canin.

What are we looking for?

• Relevant administrative education or qualification.

• Fluency in French and Dutch is essential — English is a strong plus.

• 1–2 years’ experience in a similar role with a strong customer service focus.

• Excellent communication and conflict-management skills.

• Strong attention to detail and solid organizational abilities.

• Ability to perform under time pressure while maintaining quality.

• Strong IT affinity: confident Microsoft Office user, especially Excel.

• Experience with 1NAV is an advantage

What are your key responsibilities

• Manage orders via EDI, Webshop, Mail, CRM, and Phone.

• Handle claims and returns.

• Support customers with: Track & trace, Order and delivery questions, Webshop assistance, 3PL communication.

• Conduct inbound and outbound customer calls to enhance the service experience.

• Manage administrative processes related to product sales while complying with internal procedures.

• Work closely with Sales to keep customers informed and engaged, supporting positive sales development.

• Keep CRM information accurate and up to date, enabling Sales to act on customer insights.

• Actively contribute to and support continuous improvement initiatives

You will perform all operational tasks linked to customer interactions within the order-to-invoice process. This role is based in our Brussels office and supports customers across three key channels in the Benelux region: Pet Specialty Retail (PSR), Veterinarians (VET), Professional Kennels & Breeders (PRO). Success in this role requires frequent collaboration with Sales, Logistics, and S&F, as well as a strong team spirit.

As the first point of contact for our customers, you bring empathy, professionalism, and assertiveness to every interaction. You are structured, detail-oriented, and organized — ensuring every case is handled with care and efficiency.

What can you expect from Mars?

• Work alongside diverse and talented Associates, guided by the Five Principles.

• Be part of a purpose-driven company shaping a better tomorrow.

• Access best-in-class learning and development from day one, including Mars University. An industry-competitive salary and benefits package, including company bonus.