Senior Customer Operations Specialist, Amersfoort, Utrecht

The Company
The client is one of the Netherlands’ biggest dairy products manufacturers who is also active globally.

Role Description
The Senior Customer Operations Specialist is a key contributor to service excellence and operational optimization within a highly automated, end?to?end supply chain environment. Positioned in a functional Customer Operations team, this role has a strong strategic focus on continuous improvement, change management, and project coordination. With deep knowledge of order?to?cash processes, system integrations, and customer service models, the Senior Specialist operates across multiple supply chains with varying lead times and complexity. The role is largely improvement?driven, with the majority of time spent on identifying inefficiencies, implementing sustainable solutions, and safeguarding service continuity, while retaining ownership of critical operational flows and complex customer cases. 

Responsibilities

• Driving continuous improvement initiatives that simplify processes, reduce manual handling, and improve system stability, with a direct impact on customer effort and service performance.
• Leading and coordinating medium?complexity projects and contributing to larger cross?functional programs aimed at improving customer satisfaction and operational efficiency.
• Monitoring and optimizing automated order, delivery, and invoicing flows (e.g. EDI, customer portals, robotic processes), identifying deviations and executing structural improvements based on root cause analysis.
• Coordinating and executing end?to?end regression testing during system upgrades or process changes to ensure business continuity and minimize service disruption.
• Acting as a key interface between Customer Operations, IT, and Supply Chain teams, translating business needs into system and process enhancements that benefit the customer experience.
• Serving as a senior escalation point for complex customer and logistics issues, ensuring clear, proactive communication and effective resolution.
• Translating operational and system data into actionable insights and supporting a high?performing team culture by sharing best practices and strengthening cross?functional collaboration. 

Requirements

• Bachelor’s degree with 8+ years of relevant experience, or Master’s degree with 5+ years of experience.
• Background in Customer Operations, Customer Care, Sales Support, Logistics, Demand Planning, or a comparable function; FMCG experience strongly preferred.
• Strong expertise in customer service operations, including order processing, transport or invoicing, debit/credit handling, complaints, and returns.
• Solid understanding of FMCG supply chain processes and end?to?end order?to?cash flows.
• Experience working in complex system landscapes; SAP and Salesforce are a strong advantage.
• High affinity with systems, automation, and continuous improvement; demonstrated experience in process optimization or project work.
• Customer?centric mindset, with the ability to balance service quality and operational efficiency.
• Accurate and structured working style, with strong stakeholder management skills across internal and external parties.
• Dutch and English, 
• French: strong plus (especially for the Belgian market).

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

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