Customer Service

Organik Kimya Netherlands BV; Zuid-Holland; On-site; EUR 60,000 - 80,000; Full time

Job summary

Organik Kimya Netherlands BV is seeking a Customer Experience Solution Partner to join the Botlek facility in Rotterdam. You will own the end-to-end customer journey, acting as the primary liaison between Sales, Planning, Logistics, Warehousing and Foreign Trade teams.

You will entry orders, track shipments and drive improvements to ensure accurate, timely and clear communication with customers across English and Dutch.

Qualifications

• Bachelor’s degree in Supply Chain, Logistics, International Trade, Engineering or related field.
• Minimum 3-5 years in customer service, supply chain, logistics, planning, export operations or operational role.
• Experience in manufacturing/chemical/industrial environments is preferred.
• Strong end-to-end process thinking and understanding of the customer journey.

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.
• Serve as the single point of contact for customers with timely, accurate communication.
• Identify critical touchpoints and lead continuous improvement initiatives.
• Reduce uncertainties, rework, delays and error sources within processes.
• Analyze customer feedback and operational issues using root cause analysis.
• Design and implement permanent process improvements for recurring issues.
• Support differentiated service models for strategic and premium customers.
• Coordinate between Sales, Planning, Logistics, Warehousing and Foreign Trade teams.

Skills

End-to-end ownership

Stakeholder management

Communication skills

Problem solving

Analytical thinking

Education

Bachelor's degree in Supply Chain / Logistics / Engineering

Job description

We are looking for a passionate, customer-oriented, problem‑solver team member to join us at our Customer Experiences team, as Customer Experience Solution Partner at 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 department
• 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 preferre
• Strong end-to-end process thinking and ability to understand the full customer journe
• Hands‑on experience in order entry, order tracking, customer service operations and export processe
• Strong communication, coordination and stakeholder management skill
• Analytical thinking and structured problem‑solving ability, with experience in root cause analysi
• Experience with customer‑focused KPIs, process improvement, project management or digital transformation initiatives is preferre
• Excellent command of English and Dutch, both written and spoken. Other languages are a big plu

What you’ll

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