Customer Service Coordinator at KSB GIW Inc. – Wavre, wallonne, Région

Customer Service Coordinator

(Order Processing, Project Management, Administration & Logistics)
A role combining operational coordination and project support. The Customer Service Coordinator, working directly with the Manager of Operations , ensures customer satisfaction while coordinating activities that drive the performance of a structured team of 12 people.

Primary Mission
On the one hand, ensure the smooth, efficient, and reliable management of the customer order processing workflow, from receipt through delivery and invoicing, while maintaining a high level of customer satisfaction and operational excellence. On the other hand, manage the administration of Turnkey Business and Project Business initiatives.

Key Responsibilities
1. Order-to-Cash (O2C) Process Management

• Oversee the entire customer order lifecycle
• Ensure order compliance (pricing, terms, deadlines)
• Optimize processing workflows and reduce lead times

2. Cross-Functional Coordination

• Collaborate closely with the Sales and Finance teams
• Ensure clear communication of priorities and constraints
• Manage escalations and resolve operational incidents

3. Team management coordination and support

• Assist with the supervision, training, and development of a team of order managers
• Monitor performance and encourage continuous improvement

4. Continuous improvement

• Identify inefficiencies and propose optimizations
• Participate in transformation projects (ERP, digitization, automation)

5. Quality and Compliance

• Ensure compliance with internal procedures and contractual requirements
• Ensure data quality in systems
• Participate in internal/external audits

Desired Profile

Education & Experience

• Bachelor’s or Master’s degree in Supply Chain, Management, Business, or equivalent through experience
• 5–8 years of experience in order management
• Experience in team coordination, strongly preferred

Technical Skills

• Proficiency in Order-to-Cash processes
• Good knowledge of SAP
• Excellent proficiency in Excel and reporting tools

Soft Skills

• Leadership and ability to bring people together
• Organizational skills and attention to detail
• Customer- and results-oriented
• Excellent communication skills
• Analytical and problem-solving skills

Language Skills

• French or Dutch
• Fluent English

Key Performance Indicators (KPIs)

• On-time order processing rate
• Order error rate
• Customer satisfaction level
• Team productivity
• Average processing time (Order Cycle Time)

Key Responsibilities

• Continuous improvement of the customer experience
• Optimization of operational costs
• Process improvement
• Managing complexity (multi-country, multi-product)