Customer Service Representative (Dutch)

We are seeking a highly motivated Customer Service Representative to join our Customer Service team. In this role, you will manage the end-to-end order-to-cash process for direct market customers and distributors, ensuring seamless execution of Orders, shipments while maintaining compliance with internal procedures and customer requirements.

You will act as a key liaison between customers, distributors, Supply Chain, Finance, Sales Operation and Quality teams to ensure timely and accurate orders delivery in EMEA.

What You'll Do

Customer & Order Management

• Deliver exceptional customer service to internal and external stakeholders.
• Manage and process customer orders from order entry through successful delivery and invoice.
• Provide proactive updates on shipment status, delivery schedules, and order progress and dispute resolution.
• Monitor customer orders to ensure on-time and accurate fulfillment.
• Coordinate cross-functional investigations and corrective actions.
• Manage customer complaints and service escalations through closure.
• Collaborating with Commercial team, Sales Operation, Supply chain and finance to ensure adherence to SOP’s for market requirements.
• Escalate compliance-related issues and potential risks when required
• Track key shipment milestones, including departure, arrival, customs clearance, and proof of delivery.
• Investigate and resolve shipment discrepancies, delays, and customer concerns.
• Maintain accurate reporting and visibility of export order status.
• Ensure customer expectations are met through proactive communication and timely issue resolution.
• Act as the voice of the customer internally by identifying recurring customer pain points and proposing improvements.
• Support customer-focused initiatives that improve service levels, communication, and operational excellence.
• Identify process inefficiencies and actively participate in Continuous Improvement / FBS initiatives to improve customer experience, productivity, and operational performance.

What We're Looking For

You are:

• Customer-focused, empathetic, and service-oriented.
• Organized, analytical, and detail-oriented.
• A proactive problem-solver with a continuous improvement mindset.
• A customer-focused that improve service levels, communication, and operational excellence.
• Comfortable navigating multiple systems, processes, and priorities simultaneously (SAP, SFDC, AWS)
• An excellent communicator who thrives in a multicultural and international environment.
• Customer-first mindset, strong sense of ownership and accountability 
• An associate with a high level of accuracy and attention to detail
• You have strong prioritization skills in a fast-paced environment
• Able to manage multiple orders, customers, and deadlines at the same time.
• Natural collaborator who builds relationships across teams

Qualifications

Required

• Bachelor's degree, HBO degree, or equivalent level of professional experience.
• Minimum 3 years of experience in Customer Service, Export Administration, Logistics Coordination, or a related field.
• Professional proficiency in English, Dutch (written and spoken) any other EU language will be considered a plus.
• Strong communication and stakeholder management skills.
• Strong attention to detail and accuracy.
• Good working knowledge of Microsoft Excel, TMS, SAP, SFDC 

The below salary ranges apply only to candidates who are located in Italy and employed under Italian local terms and conditions.

The salary range for this position (inclusive of sales incentives/commission) is €29,200-48,600.

Base pay offered may vary depending on various factors, including, but not limited to, job-related knowledge, skills, experience, and other eligibility factors such as geographic  location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible  spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work

Due to the international nature of our team, please submit your resume in English.