Customer Service Agent, Rotterdam, Zuid-Holland

About the Role

You will be joining a leading international consumer goods company, known for its strong portfolio of well-loved brands and its commitment to operational excellence. The company operates across the Benelux region with a collaborative and high-performing Customer Operations team.
 

Job Description
As a Senior Customer Collaboration Specialist, you hold a pivotal role within the order-to-cash process. You serve as the operational link between external customers and internal departments, ensuring seamless execution of service and logistics operations.

Your customer portfolio may include major retailers, Out of Home (OOH) clients, or Food Solutions customers. Your focus will be on building long-term operational relationships with these customers and delivering value through proactive service, issue resolution, and continuous improvement initiatives.

Responsibilities

• Customer Analytics
  Use data and reporting tools to identify improvement opportunities in service, cost, and speed. Build knowledge of customer logistics and supply chain trends.

• Driving Improvements
  Lead initiatives to optimize the order-to-cash process and supply chain efficiency. Collaborate with internal teams to embed process enhancements.

• Customer Care & Communication
  Serve as the key contact for customers on service and logistics topics. Align with internal departments to manage customer-specific needs.

• Customer Operations
  Proactively address issues like out-of-stocks and delays. Communicate product and assortment changes, and support master data updates.

• Customer Relationship Management
  Maintain strong customer partnerships, share performance insights, and lead operational review meetings or visits.

Requirements

• Bachelor’s or Master’s degree in Supply Chain Management, Business Administration, Logistics, or a related field.
• 3–5 years of experience in customer operations, supply chain, or customer service within an FMCG, logistics, or B2B environment.
• Proven experience managing operational customer relationships and driving process improvements.
• Strong analytical and problem-solving skills; ability to interpret data and translate insights into action.
• Excellent communication and stakeholder management skills, both with external customers and internal cross-functional teams.
• Practical creativity and a continuous improvement mindset.
• Proactive, hands-on, and solution-oriented approach to challenges.
• Comfortable navigating complexity and managing multiple priorities.
• Proficient in Excel and data analysis tools.
• Experience with ERP systems (SAP or similar) and familiarity with order-to-cash or logistics platforms.
• Understanding of supply chain processes and customer service metrics (e.g., OTIF, lead time, order accuracy).
• Fluent in Dutch and English (spoken and written); French is a plus.

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