Customer Service

Organik Kimya Netherlands BV; Zuid-Holland; On-site; EUR 42,000 - 65,000; Full time

Job summary

Organik Kimya Netherlands BV is seeking a Customer Experience professional at the Rotterdam Botlek facility. You will own the end-to-end customer journey, coordinating between Sales, Planning and Logistics to ensure accurate order entry, tracking and export execution.

The role requires 3–5 years in customer service or supply chain, a Bachelor’s degree, and fluency in English and Dutch. Prior chemical or industrial experience is preferred, with a focus on continuous improvement and KPI-driven

Qualifications

• Bachelor’s degree in a related field.
• 3–5 years of experience in customer service, supply chain, logistics, planning, export operations or similar functions.
• Experience in manufacturing, chemical or industrial environments preferred.
• Strong end-to-end process thinking and understanding of the full customer journey.
• Hands-on experience in order entry, order tracking, customer service operations and export processes.
• Excellent communication, coordination and stakeholder management skills.
• Analytical thinking and structured problem-solving with root cause analysis experience.
• Experience with customer-focused KPIs, process improvement, project management or digital transformation initiatives preferred.
• Excellent command of English and Dutch (both written and spoken).

Responsibilities

• Own the end-to-end customer journey and take direct responsibility for customer service operations.
• Act as a balancing and guiding role between operations and the customer.
• Perform order entry, order tracking and hands-on execution of export operations.
• Be the single point of contact for customers and ensure timely, accurate and clear communication.
• Identify critical customer touchpoints and lead continuous improvement initiatives.
• Reduce customer-facing uncertainty, rework, delays and error sources within operational processes.
• Analyze customer feedback, complaints, requests and issues through structured root cause analysis.
• Design and implement permanent process improvements for recurring customer issues.
• Support differentiated service models for strategic and premium customers.
• Coordinate between Sales, Planning, Logistics, Warehousing and Foreign Trade teams.
• Translate customer expectations into internal processes accurately and on time.
• Ensure operational teams understand the customer impact of each process.
• Track and analyze customer experience metrics and KPIs for data-based decisions.
• Collaborate with Sales while being positioned within the Supply Chain organization.

Skills

End-to-end process thinking

Order entry & tracking

Customer service operations

Communication & stakeholder management

Analytical thinking

KPI & process improvement

English & Dutch fluency

Education

Bachelor’s degree in Supply Chain, Logistics, International Trade, Engineering or related

Job description

We are looking for a passionate, customer-oriented, problem-solver team member to join us at our Customer Experience teamat our Botlek facility in Rotterdam!

Are you the one?

What do we need

• Bachelor’s degree in Supply Chain, Logistics, International Trade, Engineering or other related departments
• Minimum 3-5 years of experience in customer service, supply chain, logistics, planning, export operations or operational function
• Experience in manufacturing, chemical or industrial environments is preferred
• Strong end-to-end process thinking and ability to understand the full customer journey
• Hands-on experience in order entry, order tracking, customer service operations and export processes
• Strong communication, coordination and stakeholder management skills
• Analytical thinking and structured problem-solving ability, with experience in root cause analysis
• Experience with customer-focused KPIs, process improvement, project management or digital transformation initiatives is preferred
• Excellent command of English and Dutch, both written and spoken. Other languages are a big plus

What you'll do

• Own the end-to-end customer journey and take direct responsibility for customer service operations
• Act as a balancing and guiding role between operations and the customer
• Perform order entry, order tracking and hands-on execution of export operations
• Act as the single point of contact for customers and ensure timely, accurate and clear communication
• Identify critical customer touchpoints and lead continuous improvement initiatives
• Reduce customer-facing uncertainty, rework, delays and error sources within operational processes
• Analyze customer feedback, complaints, requests and operational issues through structured root cause analysis
• Design and implement permanent process improvements for recurring customer issues
• Support differentiated service models for strategic and premium customers
• Act as the central coordination point between Sales, Planning, Logistics, Warehousing and Foreign Trade teams
• Translate customer expectations into internal processes accurately and on time
• Ensure operational teams clearly understand the customer impact of each process
• Track and analyze customer experience metrics such as customer effort, delivery performance and recurring issues
• Evaluate customer experience outcomes together with operational KPIs to support data-based decision making
• Work closely with Sales while being positioned within the Supply Chain organization