Location: Waalwijk
Status: Hybrid
Job Summary:
Collaborate with Kalsec Sales, Operations, and Supply Chain to ensure superior customer service and aim for first contact resolution. The Customer Experience team builds loyalty by treating every interaction as a chance to meet and exceed expectations. Customer Experience Specialists proactively address customer needs through research and problem solving, maintain a positive team attitude, and commit to continuous learning.
Essential Job Responsibilities:
Manage end-to-end customer interactions, including:
- Order management
- Sample coordination
- Documentation requests
- Returns, credits, and complaints
- Invoice-related queries
Act as a key point of contact for customers, ensuring timely and professional communication at all stages of the order lifecycle.
Collaborate cross-functionally with Sales Support, Regulatory Affairs, Logistics, Planning, and Finance to ensure smooth execution of customer orders and compliance with all regulatory and trade requirements.
Support export activities by ensuring accurate and complete preparation of export documentation (e.g., commercial invoices, packing lists, certificates, and compliance-related documents).
Develop strong understanding of regional requirements, particularly for Middle Eastern customers, including documentation standards, customs expectations, and cultural communication nuances.
Proactively identify and resolve issues, escalating where necessary to ensure minimal impact on the customer experience.
Maintain a continuous improvement mindset, contributing to process enhancements and knowledge sharing within the team.
Education/Experience:
Required:
- 3–5 years of experience in Customer Service, Customer Experience, or similar role
- Experience managing international customers, with specific exposure to Middle Eastern markets preferred
- Strong knowledge of export processes and documentation requirements
- Experience working with ERP and CRM systems
- Excellent communication and interpersonal skills, with the ability to build strong customer relationships
- Ability to work effectively in a fast-paced, dynamic, and cross-cultural environment
- Strong problem-solving skills with a detail-oriented and solution-focused approach
- Confident and professional phone and email communication skills
- Demonstrated ability to handle complex situations with tact and professionalism
- Proficiency in Microsoft Office tools
Desired:
- Minimum 2 A levels – preferably in business or related discipline.
- Ability to speak another European language – preferable French or German.
- Salesforce experience
Travel:
