Senior Customer Service Specialist, Rotterdam, Zuid-Holland

The Company 
The client is a global FMCG company with iconic products in their portfolio and with a British/ Dutch origin.

Role Description
As a Senior Customer Service Specialist in the Business Operations division, you will play a key role in enhancing the customer experience throughout the order-to-cash process. Positioned between the customer and the company’s internal departments, you will ensure smooth operational execution and foster strong supply chain relationships. This role is part of the Benelux team, which drives operational excellence by promoting automation, cross-functional alignment, continuous improvement, and full end-to-end ownership. Your daily work will reflect these principles while engaging with both local and virtual teams across the region. 

Responsibilities

• Monitoring and analyzing supply chain data to identify improvement opportunities in service, speed, and cost-efficiency across the logistics chain. Use insights to recommend and implement improvements tailored to specific customer needs and supply chain conditions.
• Leading or supporting initiatives that streamline the company’s order-to-cash and fulfillment processes. Collaborating cross-functionally to drive positive change in both internal systems and customer-facing operations.
• Acting as the main contact for customers on operational matters including logistics, product availability, ordering behavior, and delivery issues. Aligning with teams such as sales, order management, and logistics to ensure seamless execution of customer-specific requirements.
• Proactively identifying and communicating daily challenges (e.g., out-of-stocks, delayed shipments) and coordinating with relevant teams to resolve them efficiently. Ensuring accurate handling of customer complaints and data updates.
• Maintaining strong working relationships with customers by tracking performance KPIs, addressing service issues, and preparing for regular customer reviews and visits. Collaborating internally to ensure customer satisfaction and reliable service levels. 

Requirements

• Demonstrated ability to work cross-functionally across departments such as logistics, sales, finance, and planning.
• Strong analytical skills to interpret data and drive decision-making.
• Excellent communication skills to effectively interact with both customers and internal stakeholders.
• A proactive and creative mindset, focused on continuous improvement and efficiency.
• Comfortable working in a multicultural and virtual team environment. 
• Experience with supply chain processes, customer service, or order-to-cash operations is preferred. 
• Availability for 6 months from September.

Other information
Apply to our vacancy for more information. Looking forward to getting in touch!   

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