We are looking for a passionate, customer-oriented, problem-solver team member to join us at our Customer Experiences team, as Customer Experience Solution Partner 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 functions
- 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
Job Type: Full-time
Pay: €4.800,00 - €5.600,00 per month
Work Location: Hybrid remote in 3197 Rotterdam Botlek
