B2B Customer Care Specialist — SAP & OTC (Netherlands)

Biospringer; Delft; On-site; EUR 30,000 - 42,000; Full time

Job summary

Biospringer, part of the Lesaffre Group, is seeking a Customer Care Specialist to join our Delft team in the Netherlands. You will be the voice of the organization, handling customer inquiries with empathy, processing orders in SAP, and ensuring high satisfaction through timely follow-up.

In this role you will collaborate with colleagues, resolve issues in the OTC process, and provide accurate product information while maintaining detailed records in our CRM system.

Qualifications

• Fluent in English; other languages are a plus.
• Excellent written and verbal communication skills.
• Proven experience in a customer service, customer support, or related customer-facing role B2B
• Demonstrated problem-solving abilities and a proactive approach to resolving issues
• Exceptional organizational and time management skills with the ability to multitask effectively
• Experience with ERP software (SAP preferably) or willingness to learn

Responsibilities

• Respond to customer inquiries through multiple communication channels including phone, email, and chat with a friendly and professional demeanour.
• Process orders efficiently in SAP, ensuring accuracy and adherence to KPIs while maintaining timely execution.
• Identify, investigate, and resolve customer issues and complaints in a timely and empathetic manner
• Coordinate and resolve issues in the Order-to-Cash (OTC) process, ensuring smooth follow-up and resolution.
• Provide accurate product and service information to customers, addressing their questions and concerns
• Maintain detailed and organized records of customer interactions, resolutions, and follow-ups in our customer relationship management system
• Escalate complex or unresolved issues to appropriate departments or management while keeping customers informed throughout the process
• Follow up with customers to ensure their concerns have been fully addressed and satisfaction has been achieved
• Contribute to team efforts to meet and exceed customer satisfaction targets and performance metrics
• Document lessons learned and provide feedback to help improve our products, services, and support processes
• Collaborate with team members to share best practices and support one another in delivering exceptional customer care

Skills

Customer service

Communication skills

Time management

Problem solving

Team collaboration

SAP

Tools

SAP

Job description

Biospringer, part of the Lesaffre Group, is seeking a Customer Care Specialist to join our Delft team in the Netherlands. You will be the voice of the organization, handling customer inquiries with empathy, processing orders in SAP, and ensuring high satisfaction through timely follow-up.

In this role you will collaborate with colleagues, resolve issues in the OTC process, and provide accurate product information while maintaining detailed records in our CRM system.