Customer Services Assistant

The Sofidel Group  

The Sofidel Group is one of the leading manufacturers of paper for hygienic and domestic use worldwide. Established in 1966, the Group has subsidiaries in 12 countries – Italy, Spain, the UK, France, Belgium, Germany, Sweden, Poland, Hungary, Greece, Romania and the USA – with more than 6,000 employees, net sales of 1,919 million Euros (2019) and a production capacity of over one million tonnes per year (1,308,000 tonnes in 2019). “Regina”, its most well-known brand, is present on almost all the reference markets. Other brands include: Softis, Le Trèfle, Sopalin, Thirst Pockets, KittenSoft, Nalys, Cosynel, Lycke, Nicky, Papernet. A member of the UN Global Compact and the international WWF Climate Savers programme, the Sofidel Group considers sustainability a strategic factor with regards to growth and is committed to reducing its impact on natural capital and maximising social benefits, setting as objective the creation of shared added value for all stakeholders. Sofidel’s greenhouse gas (GHG) emissions reduction targets to 2030 have been approved by the Science Based Targets initiative (SBTi) as consistent with reductions required to keep warming to well-below 2°C, in line with the goals of the Paris Agreement. 


To guarantee service quality to internal and external clients in compliance with operational/management company procedures.


  • Efficiently manages orders
  • Manages relationships with clients and with the sales force
  • Generates and updates clients statements
  • Manages promotional agreements entered with clients
  • Reports any variances in sales strategy implementation
  • Detects any possible process critical areas
  • Promotes Company Principles and Values


Job description

  • Process customer sales orders, with right price and right volume (EDI or not) on SAP;
  • Provide timely and proactive communication to customers about order status, adjustments and changes;
  • Manage the customer complaints;
  • Monitor the overdue payments of debtor invoices;
  • Put trade terms in SAP from the information provided by Key Account Managers (listing fees, folder budgets, on-invoice rebates, budgets …) & manage the full accounting process including dispute solving;
  • If applicable, upload products into product data pools (GDS & Vendor Portals);
  • Put into SAP the promotions negotiated by KAMs;
  • Fill-in product and promotional files (and new product files) for the different clients (based on the technical information provided by the marketing department for the product information);
  • Update documents for and connecting with the Field Team (Top 5, suggested order, prise de commande directe, référencier, …);
  • Send samples for the sales folders, tariff lists and sales reports to the customer;
  • Ensure assistance to manage logistics when Business Reviews at the office.




  • Full time
  • Bilingual NL-FR (written & spoken) + English
  • Commercial feeling (problem solving + rapidity to action)
  • Autonomous and rigorous
  • Team spirit
  • Enthusiast about an administration job
  • Experienced person
  • Experience in order processing (in SAP)