Customer Service Operations Specialist, Amersfoort, Utrecht

The Company
Our client is a  global dairy company based in the Netherlands and owned by thousands of farmers. It produces a wide range of products including milk, cheese, and infant nutrition. The company operates worldwide with a strong focus on quality and sustainability.

 Role  Description:
The Customer Service Operations Specialist is a key driver of service excellence and operational efficiencies. This role involves identifying opportunities for process optimization, leading improvement initiatives, and collaborating with cross-functional teams to implement effective solutions. Operating mainly in a customer-centric environment, you will ensure seamless order flows, support system upgrades, and serve as a point of contact for complex inquiries, all while fostering a culture of continuous improvement.

 Responsibilities:
-Lead continuous improvement projects that streamline processes, reduce manual tasks, and enhance system reliability.
-Manage medium-sized projects and contribute to larger cross-departmental programs aimed at boosting customer satisfaction and operational performance.
-Oversee end-to-end regression testing during system upgrades to ensure process stability and prevent service disruptions.
-Monitor automated order, delivery, and invoicing processes, identify deviations, perform root cause analyses, and implement structural improvements.
-Act as a liaison between Customer Operations, IT, and the supply chain teams to drive system enhancements that improve the customer experience.
-Support in resolving complex customer and logistics inquiries with clear, proactive communication.
-Translate system and supply chain data into actionable insights to support continuous optimization.
-Collaborate with colleagues, share best practices, and promote strong cross-functional teamwork.

 Requirements:
-Bachelor’s degree with 8+ years of experience or Master’s degree with 5+ years, preferably in Customer Operations, Supply Chain Management, or Logistics.
-Proven experience in a customer service or logistics environment, ideally within the FMCG sector.
-Fluency in Dutch and English (spoken and written); French skills are a plus, especially for the Belgium market.
-Strong knowledge of supply chain processes, customer service, order processing, invoicing, and complaint management.
-Familiarity with complex ERP systems, customer platforms, and digital tools supporting order-to-cash processes (SAP and Salesforce are advantages).
-Demonstrated experience in process improvement projects and system enhancements.
-Customer-centric mindset with excellent relationship-building skills and attention to detail.
-Ability to work in a hybrid setting (two days in the office, three from home) with flexible shift schedules, including bi-monthly Saturday shifts and on-call duties.

Other Information:
If you are interested and want to apply, please submit your application via the apply button below and contact me.

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