Customer Service Specialist

at  Ferrero

COMPANY DESCRIPTION

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

WHO WE ARE LOOKING FOR:

You will contribute effectively to the team thanks to your university degree, ideally in Science, Engineering, or Business Administration. You bring a minimum of 3 years of customer service experience in the FMCG sector, preferably in the food & beverage industry, along with a strong knowledge of SAP and ATP. Your experience with VMI and EDI is considered an advantage.
Thanks to your solid understanding of supply chain best practices, including transportation and warehousing, you will be able to support the team’s operational goals. Your attention to detail, strong organizational skills, and ability to prioritize and solve problems will help you manage multiple tasks under tight deadlines.
You will also leverage your advanced Excel skills (Vlookup, Pivot Tables) to analyze data and optimize processes. Effective communication and influencing skills will enable you to collaborate in a team setting and work independently in a dynamic environment.

ABOUT THE ROLE:

As a Customer Service Specialist reporting directly to the Customer Service Manager, you will maintain strong customer relationships by managing the full order-to-cash cycle using SAP and Excel, ensuring on-time and quality deliveries. You will handle inquiries, resolve issues, and optimize supply chain processes, relying on your ability to anticipate challenges and communicate effectively across teams.

MAIN RESPONSIBILITIES:

As part of this role, you will oversee the entire order management process, ensuring seamless coordination from receiving purchase orders to delivering them to customers. With your expertise in SAP Order Management and Excel, you will confirm inventory availability, collaborate across teams like Sales, Marketing, Finance, and Supply Chain, and track shipments to achieve timely and efficient deliveries.
You will be the main point of contact for multiple customer accounts, managing returns, credits, and claims while ensuring high service levels. Your strong communication skills will be essential in maintaining partnerships with internal and external stakeholders, providing insights through detailed reports, and proposing improvements to optimize logistics and reduce costs.
In this role, you will actively contribute to process improvement initiatives, support EDI systems, and engage directly with key customers to review performance and resolve any concerns. With a focus on enhancing the customer experience and operational efficiency, your problem-solving abilities and collaborative approach will be key to driving success.

HOW TO BE SUCCESSFUL IN THE ROLE AND AT FERRERO:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.