Customer Service Coordinator

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

Amsterdam HQ, weekly travel to sites within the Netherlands.

We are growing. Join us in shaping the next stage of our journey.

One Frio is a young, fast-growing network in temperature-controlled food logistics - formed by bringing together strong family businesses across the Netherlands and Ireland. We provide reliable cold storage, warehousing, order picking, transport and end-to-end logistics for food products. As we integrate several companies into one group, there’s real room to influence how things are done.

The Role

As Customer Service Coordinator, you will work day to day with site-level customer service staff and site management. You will standardize and coordinate customer service across the Group, and build a single set of customer service processes and response protocols to replace the current site-by-site approach. Act as the escalation point for issues that cross site lines, and own group-level reporting that shows leadership where service is strong and where it needs attention.

This is a build role: much of the structure you will coordinate around does not yet exist in a standardized form, so you will be comfortable creating it.

What you will do

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

What you will bring

• 3 years of customer service experience, ideally in logistics, supply chain, hospitality, or another service-intensive B2B or B2C environment.
• Will consider candidates with under 1 year of experience if they show strong aptitude and can pick up the role quickly.
• Comfortable working across multiple software systems; learns new tools fast without hand-holding.
• Experience working across multiple sites or business units is a plus, not a requirement.
• Comfortable building structure and process where none exists today.
• CRM experience preferred.
• Dutch language fluency required (spoken and written); fluent English required.

How you will show up - our values

These values guide how we work together, and they're part of how we recognise and develop people. We'd love to see them reflected in how you approach the role:

• We are no spectators. You take ownership of outcomes and are happy to step up beyond your immediate tasks.
• We move fast and fix forward. You're comfortable making decisions, adopting new ways, and keeping things practical and lean.
• We say what needs to be said. You share your views openly and address issues directly - always with respect.
• We earn the next load. You deliver consistently to a high standard and build trust through your work.
• We respect what was here before us. You listen, value local expertise, and build together with people across our sites.

Why One Frio

You will join a growing, innovative company with a clear mission and a sustainable way of working at a moment when your contribution can really shape how things develop. Expect genuine ownership and an entrepreneurial culture that values teamwork and practical impact, and the chance to help build with us, not just fit into what's already there. One Frio is an equal opportunities employer, we offer a competitive compensation and benefits package, in line with the role and your experience.