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Customer Service Officer Belux

Mechelen, Flanders, Belgium

Customer Service Officer Belux

  • Mechelen, Flanders, Belgium

About us

Imperial Brands is a globally operating company. Our products are for sale in more than 160 countries. We have 47 factories worldwide and have a headcount of 33,000 employees. Imperial Brands produces, distributes and sells a wide range of tobacco, cigarettes, fine cut and smokeless tobacco products, mass market cigars and papers, and vaping products. Through our Fontem Ventures business, we're developing a portfolio of brands beyond tobacco, including the e-vapour brand Blu.

The role profile

As a Customer Service Officer you will be responsible to support the Customer Service department in execution excellence in the process of order taking, invoicing and making of credit notes. This all to make sure we deliver our customers in time, in full quantity and in good quality so we have a good distribution and availability of our brands & all products in the Belux Trade.

The key responsibilities will be:

Order/Invoice and Credit Note process

  • Daily order taking and invoicing of customer needs
  • Daily follow up of Stock (new articles & correct pricing)
  • Manage deadlines for ordering and invoicing as agreed with Logistic Service Provider
  • Manage deadlines on credit control as agreed with outsourced credit management party
  • Follow-up of return policy from wholesale to Logistic Service Provider and make sure credit notes are made correct and in time
  • Follow-up of orders and deliveries towards our field force & retail clients.
  • Make sure invoice gets communicated in time and in right quantities to wholesale.
  • Communication with clients concerning out of stocks & others.
  • Handle customer questions & complaints (administration follow up) 

Stock management

  • Weekly stock follow-up of our LSP together with Supply Chain to make sure our systems are reflecting the reality
  • Stock management at rep level to make sure their stock into the CRM (Salesforce) system reflects the reality of their local warehouse 

Business Processes

  • Regular testing of SAP and Salesforce updates so go live process is working well
  • Respecting of business processes so no creation of issues further down the process at other departments

Your profile

  • Knowledge of MS applications
  • Dutch language is a must
  • French and English is an asset
  • Hands on & team player
  • Good analytical skills
  • Process oriented mindset
  • Computer literate
  • SAP knowledge or first experience (Sales module) is an asset

What do we offer?

Imperial Brands offers an independent full-time position with room for initiative within an international and dynamic organization. Our company culture is characterized by openness, drive and enthusiasm. We provide an attractive salary with various additional legal benefits.


If you are interested in this vacancy, please send your CV and motivation letter by clicking on the “apply” button on the page.

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The year Imperial was founded through the
coming together of 13 UK family-run


Imperial employees worldwide


Number of markets worldwide in which our products are sold