Customer Account Specialist

Kraton Corporation; Franeker; Remote; EUR 50,000 - 70,000; Full time

Job summary

Kraton Corporation in Almere, Netherlands is seeking a Customer Account Specialist to support end-to-end Order-to-Cash for B2B customers. You will process and track orders, maintain master data, and respond to inquiries to ensure accurate, timely deliveries.

You will collaborate with logistics, sales, planning and finance, monitor daily reports to improve invoice accuracy, and drive service excellence. A minimum of 3 years in customer service or logistics and SAP/CRM familiarity are preferred.

Qualifications

• Minimum 3 years of experience in customer service, logistics, and/or inside sales.
• MS Office, basic understanding of SAP or other ERP systems, CRM and related tools.
• Efficient communication and cross functional collaboration.
• Ability to present information clearly and concisely.
• Experience managing customer inquiries and orders in a B2B environment.
• Professional English communication; additional language is a plus.
• Knowledge of Incoterms and freight terms; export/import experience is a plus.

Responsibilities

• Relationship Management: onboard new accounts, maintain relationships, and manage orders with accurate master data.
• Communication and Support: interact with clients via emails and portals, manage orders in SAP/CRM, and seek process improvements.
• OTC Monitoring: review daily reports to ensure invoicing accuracy and reduce errors.
• Cross-functional Collaboration: work with logistics, sales, planning and operations to improve delivery performance.

Skills

Customer service

Logistics

Cross-functional collaboration

English proficiency

Order management

B2B experience

Education

Bachelor's degree

Tools

SAP ERP

CRM

MS Office

Job description

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At Kraton, we make a Positive Difference, and we are looking for individuals who are also looking to make a difference in their jobs, for our customers and to the world. We are looking to hire a key member of our Account Services team at our Almere location.

The Customer Account Specialist plays a dynamic role within the Account Services Department, supporting end-to-end Supply Chain Order-to-Cash processes. This position is responsible for supporting B2B customer accounts, processing and tracking orders, and addressing a wide range of internal and external inquiries to ensure seamless service delivery and customer satisfaction.

Key Responsibilities

Relationship Management

• The Account Specialist is primarily responsible for supporting the onboarding of new customer accounts and maintaining strong relationships with assigned existing accounts. This role involves close collaboration with customers and sales to understand specific needs, deliver effective service solutions, and ensure high levels of satisfaction. Key responsibilities include accurate order processing, order management, and ongoing maintenance of customer master data.

Communication and Support

• Interact directly with clients through emails, managing customer portals, CRM databases, and managing orders via SAP ERP systems. Manages purchase orders, order changes or inquiries, and contributes to sales revenue. This role will support accounts via order management through multiple systems (e.g. SAP, CRM, customer portals, and tracking sites). Seeks process improvement opportunities and sharing new ideas with the team.
• Monitors and analyzes daily reports and dashboards to ensure accuracy across the Order-to-Cash (OTC) process, resulting in a 99% invoice accuracy rate and reduced processing errors.
• Collaborates cross-functionally with logistics, sales, planning, and other internal teams to proactively resolve issues, streamline workflows, and enhance customer satisfaction, contributing to an improvement in on-time delivery performance.

Market, Product and Process Knowledge

• The Account Specialist needs a combination of relationship-building skills and a solid understanding of the market and the products they represent. Understands various logistics intricacies to be able to provide different levels of support.
• Safeguards customers and Kraton personnel from any form of harm and ensures personal safety at work.
• Ensures compliance with ISO procedures and acts in accordance with Kraton's Ethics & Compliance policies.
• Bridges the gap between the company and customer accounts, ensuring excellent service and fostering lasting partnerships.
• Collaborates with internal and external stakeholders in Supply Chain, Sales, Global Credit Finance/Treasury and Operations.

Required Skills

• Minimum 3 years of experience in customer service, logistics, and/or inside sales functions. Experience in the manufacturing industry is a plus.
• MS office, (basic) understanding of SAP or other highly preferred ERP Systems, CRM and other relevant tools.
• Efficient communication and cross functional collaboration.
• Organizes thoughts with the ability to present information in a clear and precise manner.
• Experience in managing customers' inquiries and orders in a B2B environment.
• Professional level communication in English is required, and one additional language is preferred.
• Knowledge of Incoterms and freight terms preferred. Export/Import experience is an advantage.

What we Offer

• A supportive work environment that values teamwork and collaboration.
• Continuous learning and development opportunities to enhance your skills.
• Competitive salary and comprehensive benefits package.
• Opportunity to work with a talented and diverse team of professionals in the field.

Education, Certifications & Licenses

• Bachelor's degree from an accredited university, college or business school or equivalent work experience
• Export Operations Training preferred

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The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Kraton's internal talent acquisition team manages our recruiting efforts and from time to time works with pre-selected/pre-approved external staffing agencies.We do NOT accept unsolicited resumes or candidate referrals from recruiters and/or agencies who are not pre-selected/pre-approved.

Kraton is proud to be an Equal Opportunity Employer.