Customer Care Specialist

Lesaffre; Delft; On-site; EUR 38,000 - 46,000; Full time

Job summary

Biospringer, part of the global Lesaffre Group, is seeking a Customer Care Specialist to join our Delft team in the Netherlands. You will be the voice of the organization, delivering exceptional support across phone, email, and chat while building lasting relationships with customers.

You will handle inquiries, resolve issues with empathy, maintain CRM records, and collaborate with colleagues to meet satisfaction targets.

Qualifications

• Fluent in English; additional languages are a plus
• Experience in customer service or support, B2B
• Excellent communication and problem-solving skills
• Strong organizational and time-management abilities
• ERP software experience or willingness to learn SAP
• Ability to work in a collaborative team and independently

Responsibilities

• Respond to customer inquiries through phone, email, and chat with a friendly and professional demeanour
• Identify, investigate, and resolve customer issues and complaints in a timely and empathetic manner
• 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

Excellent communication skills

Problem-solving abilities

Organizational skills

Time management

Multitasking

Patience under pressure

Team collaboration

Empathy

B2B customer service experience

Tools

SAP ERP

Job description

Biospringer, part of the global Lesaffre Group, is a pioneer and leader in natural yeast extracts and fermentation solutions for the food, beverage, and nutrition industries. With over a century of expertise, we combine innovation, sustainability, and scientific excellence to create high-quality ingredients that enhance taste, nutrition, and functionality in products worldwide.

Our mission is to feed the world's growing population with natural, sustainable, and nutritious solutions, while fostering a culture of collaboration, creativity, and continuous improvement. At Biospringer, we don't just follow industry trends-we set them, driven by our passion for fermentation and our commitment to making a positive impact on people and the planet.

Join us and be part of a dynamic, international team where your ideas and expertise can shape the future of food and nutrition. Together, we'll create solutions that matter-for our customers, our communities, and the world.

Job Description

We're looking for a Customer Care Specialist to join our team in Delft, Netherlands. In this role, you'll be the voice of our organization, providing exceptional support and assistance to our valued customers. As a Customer Care Specialist, you'll handle customer inquiries with empathy and professionalism, ensuring every interaction leaves a positive impression. You'll work to resolve issues efficiently while maintaining a customer-focused approach that builds lasting relationships and drives satisfaction.

• Respond to customer inquiries through multiple communication channels including phone, email, and chat with a friendly and professional demeanour
• Identify, investigate, and resolve customer issues and complaints in a timely and empathetic manner
• 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

Qualifications

• You are at least fluent in English. Other languages are a plus.
• Excellent communication skills, both written and verbal, with the ability to explain complex information clearly
• 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
• Patience and composure when handling difficult or frustrated customers
• Experience with ERP software (SAP preferably) or willingness to learn
• Ability to work collaboratively within a team environment while also managing independent responsibilities