Customer Service Coordinator

e-llis Supply Chain Solutions; Maastricht; On-site; EUR 42,000 - 52,000; Full time

Job summary

e-llis Supply Chain Solutions is seeking 2 Medior Customer Service Coordinators in Maastricht to own day-to-day service delivery for assigned portfolios. You’ll manage expectations with customers and carriers, handle escalations, and drive improvements using KPI and SLA trends.

You’ll guide junior colleagues, collaborate with internal teams and external partners, and ensure actions are closed and deadlines met, with English proficiency required for communication.

Qualifications

• 2–5 years of customer service experience in transport, logistics, control tower operations or similar.
• Experience managing your own customer, project or operational portfolio.
• Strong communication skills and the confidence to handle difficult conversations constructively.
• A solution-oriented mindset, with the ability to look beyond the immediate issue and understand the root cause.
• Good reporting skills and confidence working with Microsoft Office and operational systems such as a TMS.
• A helpful, steady approach when supporting less experienced colleagues. Clear communication skills in English, both spoken and written.

Responsibilities

• Owning day-to-day service delivery for your assigned customer or project portfolio.
• Managing customer and carrier expectations and following up on agreed actions.
• Handling routine escalations and more complex exceptions from start to finish.
• Using KPI and SLA trends to identify risks, service gaps and improvement opportunities.
• Working with internal teams and external partners to create clear ownership and deadlines.
• Guiding Junior colleagues and sharing practical ways of working.

Skills

Customer service

Communication

Problem solving

Reporting

Portfolio management

MS Office

Tools

TMS

Microsoft Office

Job description

Language Requirement: English AND French (hard requirement) Spanish (beneficial)

POSITION DOES NOT QUALIFY FOR SPONSORSHIP. APPLICANTS MUST ALREADY BE IN POSESSION OF VALID WORK PERMIT.

We’re looking for 2 Medior Customer Service Coordinators who can take ownership of an assigned customer or project portfolio. This is a role for someone who is comfortable managing expectations, spotting patterns in performance, resolving more complex exceptions and helping turn recurring issues into practical improvements.

You’ll be one of the key links between customers, carriers, e-llis and internal teams. Someone who brings clarity when things get busy and keeps actions moving until they are properly closed.

What you’ll be doing

• Owning day-to-day service delivery for your assigned customer or project portfolio.
• Managing customer and carrier expectations and following up on agreed actions.
• Handling routine escalations and more complex exceptions from start to finish.
• Using KPI and SLA trends to identify risks, service gaps and improvement opportunities.
• Working with internal teams and external partners to create clear ownership and deadlines.
• Guiding Junior colleagues and sharing practical ways of working.

What we’re looking for

• Minimum 2–5 years of customer service experience, in transport, logistics, control tower operations or a similar environments.
• Experience managing your own customer, project or operational portfolio.
• Strong communication skills and the confidence to handle difficult conversations constructively.
• A solution-oriented mindset, with the ability to look beyond the immediate issue and understand the root cause.
• Good reporting skills and confidence working with Microsoft Office and operational systems such as a TMS.
• A helpful, steady approach when supporting less experienced colleagues. Clear communication skills in English, both spoken and written.
• 2 nd Language requirement – French (not negotiable) and Spanish (negotiable)

• This role could suit you if you like ownership, enjoy building trusted relationships, and are motivated by making the operation run better — not just getting through the day.