Customer Service Representative

Role overview

Serve as the main point of contact between customers and a manufacturing operation, managing the full order journey from receipt through delivery. The role combines customer relationship management, order coordination, issue resolution, and continuous improvement, working independently while collaborating with sales, planning, logistics, production, finance, quality, and other teams.

Responsibilities

- Own end-to-end order administration in CRM and ERP systems, keeping customers informed about status, delays, and available alternatives. - Coordinate customer requirements, forecasts, finished-goods levels, aged inventory, rush shipments, returns, and other fulfillment activities with internal partners. - Record and follow up on complaints, ensuring customers receive timely responses and that corrective actions progress appropriately. - Support credit and debit note requests, disputed invoices, and related finance processes. - Prepare and lead periodic customer performance reviews with relevant internal stakeholders. - Build and maintain detailed knowledge of customer agreements, service expectations, contracts, and operational requirements while identifying better ways to work.

Requirements

- Previous experience in a comparable customer service or order-management position, ideally in manufacturing or packaging. - Experience with SAP or other ERP platforms; familiarity with Salesforce is advantageous. - Strong spreadsheet skills, particularly in Excel. - Fluency in English and Dutch; additional languages are beneficial. - Customer-focused, results-oriented approach with strong written and verbal communication skills. - Excellent organization, time management, relationship-building, self-motivation, and ability to work effectively across a multi-team environment.

Benefits and work setup

- Permanent, on-site position. - Requires compliance with applicable occupational health, safety, environmental, and hygiene standards.