Job Summary
The Customer Service Assistant is responsible for the order fulfilment process for a specific range of countries or customers. This person is part of a customer focused team and aims to - within agreed conditions - achieve the highest possible customer satisfaction. The Customer Operations Coordinator is expected to pro-actively seek for solutions and improvements for optimization and closely collaborates with all the internal stakeholders. The Customer Operations Coordinator reports to the Customer Operations Team Lead.
General Functions
- Responsible for a timely and accurate (transport) order entry, invoicing and resolving issues around deliveries.
- Liaise daily with the customers and carriers via phone or email; keep them fully informed on the status of account orders.
- Provide good service and maintain good relationships with our customers and carriers
- Close collaboration with the internal stakeholders, such as the purchase, sales and financial department, to get the deliveries done at the right time, right place and under the right conditions.
- Translate the customer's wishes into operational implementation and the search for transport solutions.
- Pro-actively seek for ways to optimize the order process, taking into account both cost-effectiveness and customer satisfaction
- Registering and handling order-related questions, both by telephone and by e-mail.
- Receiving and registering (operational) complaints from customers.
- Identifying and signaling internal or external escalations to the Customer Operations Specialist and/or Customer Operations Team Lead.
- Ensure on-time preparation and shipment of relevant documentation.
Competencies
- Working with people
- Delivering Results and Meeting Customer Expectations
- Adapting and Responding to Change
- Working under pressure
Education / Experience Requirements
Education
- Secondary vocational education (MBO) or higher education.
Professional experience
- Skilled in MS Office and SAP
- Excellent communication and organizational skills
- Result-driven and solution-focused work attitude
Languages
- Fluent in English and Dutch.
- Any other language is a plus.
Netherlands
