Customer Service Architect — NL Site Operations Lead

one frio; Amsterdam; On-site; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

One Frio, Amsterdam HQ with weekly travel to NL sites, is building a unified customer service function across the group. You will standardize processes, coordinate service standards, and own reporting that highlights strengths and areas for improvement.

This role is a build role, creating structure where none exists today, with close collaboration across sites. You will work with site leadership and commercial teams, supporting rollout of new CS tools and ensuring consistent service levels

Qualifications

• 3 years of customer service experience, ideally in logistics or B2B/B2C environments.
• Dutch language fluency required (spoken and written); fluent English required.

Responsibilities

• Coordinate customer service activity and standards across all NL sites.
• Act as the escalation point for cross-site customer issues.
• Build and maintain a single set of customer service processes and response protocols across the Group.
• Own group-level CS reporting: response times, resolution times, complaint volume, trends by site.
• Partner with site leadership and commercial teams on service level tracking.
• Support the rollout of new customer-facing service tools across NL sites.
• Flag recurring issues to leadership with data.

Skills

Customer service experience

CRM experience

Multisite coordination

Dutch language proficiency

English proficiency

Data/reporting

Tools

CRM software

Job description

One Frio, Amsterdam HQ with weekly travel to NL sites, is building a unified customer service function across the group. You will standardize processes, coordinate service standards, and own reporting that highlights strengths and areas for improvement.

This role is a build role, creating structure where none exists today, with close collaboration across sites. You will work with site leadership and commercial teams, supporting rollout of new CS tools and ensuring consistent service levels