Customer Service Specialist

Are you a Customer Service professional who enjoys taking ownership and improving the way of working in a dynamic logistics environment? Do you know how to stay one step ahead of the customer and translate operational priorities into clear actions? Then the role of Customer Service Employee at Rhenus Warehousing Solutions in Tilburg could be your next step.

As a Customer Service Employee Level B, you independently manage the daily Customer Service process for one or more customers. You ensure that internal and external agreements are followed, anticipate potential disruptions and actively contribute to reliable and efficient customer processes. You are an important link between customers, Operations, Transport, Account Management and other internal stakeholders. When an issue exceeds your responsibility or authority, you escalate it in a timely manner to the Senior Customer Service Employee or Team Lead.

Your main responsibilities include:

·   Independently coordinating correct inbound and outbound order flows and taking proactive and preventive steps to keep customer processes running smoothly;

·   Handling ad-hoc customer questions, incidents and complaints, monitoring progress until resolution and escalating when required;

·   Identifying recurring customer or operational issues and translating them into practical improvement proposals;

·   Providing customers proactively with accurate information about services and supporting regular customer contact, such as daily or weekly calls and MBRs;

·   Planning and prioritising your own workload, monitoring customer processes and following up with internal departments when agreements, SLAs or procedures are at risk;

·   Keeping relevant customer processes, knowledge and work instructions up to date and sharing knowledge with Customer Service colleagues;

·   Recognising customer signals and improvement opportunities and involving the appropriate departments or Account Manager;

·   Preparing and maintaining customer support information and routine reports, including work instructions, invoicing, complaints and KPI performance.

You are customer-focused, proactive and able to maintain an overview in a fast-moving logistics environment. You balance customer needs with operational possibilities, take responsibility for your own work and involve the right stakeholders to safeguard service levels. With your structured way of working and improvement mindset, you contribute to reliable customer processes and a strong service experience.

In addition, you bring:

·   HBO working and thinking level; an HBO diploma is not required;

·   Approximately 1 to 3 years of relevant experience in Customer Service, preferably within logistics, warehousing or a comparable operational environment;

·   A customer-oriented background combined with knowledge of logistics administrative processes and systems;

·   Strong planning capabilities, including time management, priority setting and the ability to organise your own workload;

·   The ability to work independently, communicate clearly and take timely action when risks or deviations arise;

·   An improvement mindset and the ability to translate customer needs and operational signals into concrete actions.

What we offer

At Rhenus Warehousing Solutions, you will join a sustainable, ambitious and fast-growing organisation where ownership, customer satisfaction and continuous improvement are central. As a Customer Service Employee Level B, you will have the opportunity to contribute to stable customer processes, stronger ways of working and a high level of service. We encourage initiative, collaboration and personal development. You will work from “The Tube”, our modern and sustainable building on the A58 in Tilburg.

·   A competitive salary and attractive fringe benefits;

·   A good pension plan;

·   A fast-growing organisation with customers in different market segments;

·   A personal flex budget that you can use for options such as leave, personal development, company fitness or payment as an allowance;

·   Personal guidance and plenty of development and advancement opportunities.