Customer Service Representative (Dutch)

We are seeking a highly motivated Customer Service Representative to join our Customer Service team. In this role, you will manage the end-to-end order-to-cash process for direct market customers and distributors, ensuring seamless execution of Orders, shipments while maintaining compliance with internal procedures and customer requirements.

You will act as a key liaison between customers, distributors, Supply Chain, Finance, Sales Operation and Quality teams to ensure timely and accurate orders delivery in EMEA.

What You'll Do

Customer & Order Management

• Deliver exceptional customer service to internal and external stakeholders.
• Manage and process customer orders from order entry through successful delivery and invoice.
• Provide proactive updates on shipment status, delivery schedules, and order progress and dispute resolution.
• Monitor customer orders to ensure on-time and accurate fulfillment.
• Coordinate cross-functional investigations and corrective actions.
• Manage customer complaints and service escalations through closure.
• Collaborating with Commercial team, Sales Operation, Supply chain and finance to ensure adherence to SOP’s for market requirements.
• Escalate compliance-related issues and potential risks when required
• Track key shipment milestones, including departure, arrival, customs clearance, and proof of delivery.
• Investigate and resolve shipment discrepancies, delays, and customer concerns.
• Maintain accurate reporting and visibility of export order status.
• Ensure customer expectations are met through proactive communication and timely issue resolution.
• Act as the voice of the customer internally by identifying recurring customer pain points and proposing improvements.
• Support customer-focused initiatives that improve service levels, communication, and operational excellence.
• Identify process inefficiencies and actively participate in Continuous Improvement / FBS initiatives to improve customer experience, productivity, and operational performance.

 

What We're Looking For

You are:

• Customer-focused, empathetic, and service-oriented.
• Organized, analytical, and detail-oriented.
• A proactive problem-solver with a continuous improvement mindset.
• A customer-focused that improve service levels, communication, and operational excellence.
• Comfortable navigating multiple systems, processes, and priorities simultaneously (SAP, SFDC, AWS)
• An excellent communicator who thrives in a multicultural and international environment.
• Customer-first mindset, strong sense of ownership and accountability 
• An associate with a high level of accuracy and attention to detail
• You have strong prioritization skills in a fast-paced environment
• Able to manage multiple orders, customers, and deadlines at the same time.
• Natural collaborator who builds relationships across teams

Qualifications

Required

• Bachelor's degree, HBO degree, or equivalent level of professional experience.
• Minimum 3 years of experience in Customer Service, Export Administration, Logistics Coordination, or a related field.
• Professional proficiency in English, Dutch (written and spoken) any other EU language will be considered a plus.
• Strong communication and stakeholder management skills.
• Strong attention to detail and accuracy.
• Good working knowledge of Microsoft Excel, TMS, SAP, SFDC