Skills

Communication Adaptability Monitoring Strategic thinking Problem-solving Sales Customer Service Attention to detail ERP Systems

Job Specifications

About the Job

Why join our team?

Godiva is part of pladis, home to iconic brands such as Godiva, McVitie’s and Ülker. These brands make sweet and savoury treats that consumers everywhere recognise and enjoy! As we continue to innovate, we will expand our premium chocolate portfolio with new flavours, concepts and ways to share happiness.

Our strength lies not only in our products but also in our people and values. We retain the honesty, integrity and trust instilled by our founders as we embark on the next chapter of success.

What will this role achieve?

As a Customer Service Specialist, you will be the primary point of contact for our customers, ensuring exceptional service and seamless order-to-delivery processes. You will manage customer queries, resolve issues efficiently, and collaborate with internal teams to uphold service excellence and strengthen customer relationships.

Key Responsibilities

Order Management

Process and monitor customer orders accurately, ensuring timely fulfilment and delivery.

Customer Support

Respond promptly to customer or sales team enquiries via phone, email, and digital platforms, providing clear and professional communication.
Investigate and facilitate resolution of complaints or delivery discrepancies, ensuring customer satisfaction and compliance with company policies.
Liaise with logistics, planning, and finance teams to address customer needs and resolve operational challenges.

Data Accuracy

Maintain up-to-date records in ERP systems, ensuring integrity of customer and order data.
Identify and mitigate risks of excess or insufficient stock during seasonal peaks.

Performance Monitoring

Track service KPIs, identify trends, and propose improvements to enhance customer experience.
Contribute to process optimisation initiatives to improve efficiency and reduce errors.

Compliance & Standards

Ensure adherence to company policies, quality standards, and regulatory requirements in all customer interactions.

What do you need for this role?

Experience:

Minimum 5 years’ experience in customer service or order management, preferably in FMCG or B2B environments.
Strong problem-solving and organisational skills with attention to detail.
Proficiency in ERP systems and MS Office tools.
Excellent communication skills in English; knowledge of French or Dutch is an advantage.
Ability to work under pressure and manage multiple priorities effectively.

Skills:

Strong analytical and numeracy skills.
Excellent communication and influencing skills across functions.
Ability to flex between strategic thinking and operational execution.
Proficiency in JDE ERP and advanced Excel.

Behavioural Competencies:

Collaboration: Builds strong relationships with internal teams and external customers to deliver seamless service.
Adaptability: Responds positively to changing priorities and customer demands.
Ownership & Accountability: Takes responsibility for resolving customer issues and ensuring service excellence.
Problem-Solving: Analyses root causes of service failures and implements corrective actions.
Communication: Conveys information clearly and confidently, both verbally and in writing.
Customer Focus: Demonstrates empathy and commitment to exceeding customer expectations.

Personal Attributes:

Proactive and Reliable: Anticipates customer needs and acts promptly.
Calm Under Pressure: Maintains composure during peak periods and challenging situations.
Committed to Excellence: Passionate about delivering outstanding customer experiences.
Approachable and Supportive: Builds trust and fosters positive relationships.

Why Join Us?

You will be at the heart of Godiva’s Operations, ensuring our premium chocolate reaches customers worldwide with precision and excellence. This role offers the opportunity to make a tangible impact on forecast accuracy and operational efficiency while working closely with passionate teams in a dynamic environment.

About the Company

GODIVA Chocolatier is a global leader in premium, artisanal chocolate. The company was founded in Brussels in 1926 by Belgian Chocolatier, Pierre Draps. Nearly a century later, every piece of GODIVA chocolate is still bursting with quality, Belgian craftsmanship, and the world’s finest ingredients. GODIVA has distribution in more than 100 countries across the globe. Customers can experience GODIVA at the iconic brand’s chocolate boutiques, chocolate cafes, GODIVA.com, and at many fine retailers. Know more