Customer Care agent - Order Management

☞ PepsiCo

Aussicht: 135

Update Tag: 26-11-2025

Ort: Zaventem Flemish Brabant

Kategorie: Beratung / Kundenservice

Industrie: Consumer Goods Food & Beverages

Jobtyp: Full-time

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Jobinhalt

Auto req ID: 237320BR

Job Description

Are you up for the challenge? Apply now! You’ll be rewarded with global career opportunities, constant learning and development. We offer you the opportunity to be part of a highly successful and highly ethical company that is making a difference.

Why PepsiCo BeLux?

PepsiCo BeLux currently employs around 950 people at its three sites, including our headquarters in Zaventem and two production sites in Veurne and Zeebrugge. With well-known strong brands such as Pepsi, Lay’s, Tropicana, Quaker and Looza, we are in the Top 8 of food companies in Belgium. We pride ourselves on being a great place to work and were rewarded for the 10th time with the Top Employer certification Belgium and Europe. Joining PepsiCo means joining a dedicated team where innovation and forward thinking are encouraged.

Main purpose of the role?

The Customer Care Agent is a customer-facing role, focused on process excellence within order fulfillment, whose purpose is to:
  • ensure that customers’ needs are understood
  • ensure that products are delivered in accordance with customer’s requirements
  • ensure first-time-right order processing
  • deliver excellent customer service
The Customer Care Agent is a key contributor to ensure customer satisfaction and works closely with internal stakeholders: Customer Service Supervisor & Customer Service Manager and Sales team to define customer needs; with Demand Planning, Distribution Requirement Planning and Logistics teams to ensure orders are fulfilled; with DMO and SaFiCo teams to ensure smooth flow of orders within the systems. The Customer Care Agent reports to the Customer Service Supervisor and is a ‘role model’ for PepsiCo’s values.

Accountabilities – But Not Limited To
  • Management of semi-automated and manual order acquisition
  • Management of Free of charge and scrap orders
  • Customer requested order amendments
  • Resolution of errors related to all orders including EDI (dependent on the level of expertise)
  • Resolution of blocked orders due to the system set up/ master data issues (dependent on the level of expertise)
  • Manipulation of orders to maximize the efficiency of delivery
  • Management of customer promotion program
  • Out of stock management
  • Interaction with internal stakeholders to ensure all parties have the required information to effectively manage the total supply chain
  • Dispute management, resolve customer complaints and ensure timely follow up of returns and refusals of deliveries and provide appropriate solutions to customers
  • Service analysis for defined customers
  • Build sustainable relationships of trust through open and interactive communication
  • Involvement in customer-specific projects
  • Host improvement meetings
  • Report performance against KPIs
  • Adherence to PepsiCo’s policies and guidelines
  • Emergency order handling
  • Handle product recalls
  • Back-up of team members during absences
Qualifications/Requirements
  • Bachelor degree or higher (e.g. logistics, administration, international commerce)
  • Strong eye for detail
  • Analytic skills (able to connect data, events, and trends)
  • Strong planning & organizational skills
  • Ability to multi-task, prioritize and manage time effectively
  • Excellent communication skills
  • Ability to interact/ adapt to different stakeholders in a professional way
  • People and customer-oriented with a positive ‘can-do’ attitude and active listening
  • Result-driven and enthusiastic
  • Team player and able to work autonomously
  • Ability to work under pressure
  • IT literate (Office, CRM, digital tools…)
  • Fluent in written and spoken Dutch, French and English
We are an equal opportunity employer and we value diversity and inclusivity at our company; it is an essential part of our success. We do not discriminate on the basis of age, pregnancy or maternity, marital/civil partnerships, religion or belief, sex or sexual orientation, gender or gender reassignment, disability or race including; color, nationality, ethnic or national origin. Please also visit www.pepsico.com/about/diversity-and-engagement for more information on what we do in practice to embrace diversity and inclusivity in the working surroundings and in society.

Relocation Eligible: Not Applicable

Job Type: Regular
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Frist: 10-01-2026

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