Senior Customer Service Specialist Belgium (all genders)

As Senior Customer Service Specialist Belgium (all genders), you play a strategic role in improving customer-centric service delivery within a highly automated and complex supply chain environment. As Senior Customer Operations Specialist, you lead continuous improvement initiatives, solve structural issues, and ensure seamless end-to-end service execution across multiple supply chains and digital platforms. With deep process knowledge and strong analytical skills, you help create a more efficient, reliable and customer-focused operation.

What we ask

• Bachelor’s degree with 5+ years of experience, or a Master’s degree with 3+ years of experience—preferably in Customer Operations, Supply Chain Management, or Logistics.
• Experience in customer service, ideally within FMCG.
• Fluent in Dutch, plus good proficiency in English and French (written and spoken).
• Solid knowledge of FMCG supply chain processes and end-to-end order-to-cash execution.
• Expertise in customer service activities such as order processing, transport coordination, invoicing, and complaint/return handling.
• Strong familiarity with ERP systems, customer integration platforms, and digital tools that support automated order flows (EDI, portals, robotic processes).
• Proven ability to lead CI (continuous improvement) initiatives, support system testing, and solve structural process issues.
• Experience with Salesforce is a strong plus.
• Experience with SAP S4HANA is a strong plus.

What we offer

At FrieslandCampina you work on strong, globally loved brands enjoyed by millions every day, like Friso, Campina, Chocomel and Frisian Flag. As a farmer-owned cooperative, we combine an international environment with a clear social and sustainable purpose. We support your growth through training, coaching and internal career opportunities. With trust and autonomy, you can make real impact.

Employment benefits:

• Hybrid working with flexible working hours, a train card and/or €0.23 per km (max. 30 km one way).
• 200 hours of annual leave, with the option to buy or sell up to 40 hours.
• A laptop, phone and home office equipment to support flexible working.
• Extras at the head office, such as milk and cheese during lunch, fresh fruit and barista coffee.

Vacancy description

As Senior Customer Operations Specialist, you act as a driving force behind improved service performance and continuous operational excellence. Operating within a functional Customer Operations setup, you dedicate approximately a big part of your time to continuous improvement, project coordination, and change management. You identify inefficiencies, lead optimization initiatives, and collaborate closely with IT and supply chain partners to bring new solutions to life.

You oversee automated order, delivery, and invoicing flows—detecting deviations, performing root cause analysis, and implementing structural improvements that reduce customer effort. You coordinate and execute end-to-end regression testing during system upgrades to safeguard business continuity and minimize disruptions.

In this role, you serve as a senior point of contact for complex customer or logistics inquiries, ensuring proactive and clear communication. You translate system and supply chain data into actionable insights, and you contribute to a high-performing team environment by supporting colleagues, sharing best practices, and strengthening cross-functional alignment.

You become part of the Customer Operations Team in the Cluster in Amersfoort, Netherlands. You work closely with colleagues across different Customer Operations teams, Customer Supply Chain, IT, Logistics, and external customer platforms.