Customer Service

We are looking for a passionate, customer-oriented, problem-solver team member to join us at our Customer Experience team at our Botlek facility in Rotterdam !

Are you the one?

What do we need

• Bachelor’s degree in Supply Chain, Logistics, International Trade, Engineering or other related departments
• Minimum 3-5 years of experience in customer service, supply chain, logistics, planning, export operations or operational function
• Experience in manufacturing, chemical or industrial environments is preferred
• Strong end-to-end process thinking and ability to understand the full customer journey
• Hands-on experience in order entry, order tracking, customer service operations and export processes
• Strong communication, coordination and stakeholder management skills
• Analytical thinking and structured problem-solving ability, with experience in root cause analysis
• Experience with customer-focused KPIs, process improvement, project management or digital transformation initiatives is preferred
• Excellent command of English and Dutch, both written and spoken. Other languages are a big plus

What you'll do

• Own the end-to-end customer journey and take direct responsibility for customer service operations
• Act as a balancing and guiding role between operations and the customer
• Perform order entry, order tracking and hands-on execution of export operations
• Act as the single point of contact for customers and ensure timely, accurate and clear communication
• Identify critical customer touchpoints and lead continuous improvement initiatives
• Reduce customer-facing uncertainty, rework, delays and error sources within operational processes
• Analyze customer feedback, complaints, requests and operational issues through structured root cause analysis
• Design and implement permanent process improvements for recurring customer issues
• Support differentiated service models for strategic and premium customers
• Act as the central coordination point between Sales, Planning, Logistics, Warehousing and Foreign Trade teams
• Translate customer expectations into internal processes accurately and on time
• Ensure operational teams clearly understand the customer impact of each process
• Track and analyze customer experience metrics such as customer effort, delivery performance and recurring issues
• Evaluate customer experience outcomes together with operational KPIs to support data-based decision making
• Work closely with Sales while being positioned within the Supply Chain organization