Customer Service Specialist

Rhenus Group; Tilburg; On-site; EUR 32,000 - 42,000; Full time

Job summary

Rhenus Warehousing Solutions in Tilburg is seeking a Customer Service Employee Level B to independently manage the daily customer service process for one or more clients. You will coordinate inbound and outbound order flows, answer questions, and escalate issues when necessary to ensure reliable service.

You will identify recurring problems, propose improvements, and maintain proactive customer communication with regular updates and KPI reporting.

Qualifications

• Experience in customer service within a logistics environment is preferred.
• Strong communication with internal and external stakeholders.
• Ability to translate operational priorities into clear actions and improvements.

Responsibilities

• Independently manage daily customer service processes for one or more customers.
• Coordinate inbound and outbound order flows and monitor SLA adherence.
• Handle customer questions, incidents and complaints with timely resolution and escalation when needed.
• Identify recurring issues and propose practical improvements.
• Provide proactive service information and maintain regular customer contact (e.g., calls, MBRs).
• Plan workload, monitor processes, and keep knowledge and instructions up to date.

Skills

Customer service

Stakeholder communication

Problem solving

Proactive mindset

Time management

Job description

Are you a Customer Service professional who enjoys taking ownership and improving the way of working in a dynamic logistics environment? Do you know how to stay one step ahead of the customer and translate operational priorities into clear actions? Then the role of Customer Service Employee at Rhenus Warehousing Solutions in Tilburg could be your next step.

As a Customer Service Employee Level B, you independently manage the daily Customer Service process for one or more customers. You ensure that internal and external agreements are followed, anticipate potential disruptions and actively contribute to reliable and efficient customer processes. You are an important link between customers, Operations, Transport, Account Management and other internal stakeholders. When an issue exceeds your responsibility or authority, you escal...utes it in a timely manner to the Senior Customer Service Employee or Team Lead.

Your main responsibilities include:

• Independently coordinating correct inbound and outbound order flows and taking proactive and preventive steps to keep customer processes running smoothly;
• Handling ad-hoc customer questions, incidents and complaints, monitoring progress until resolution and escalating when required;
• Identifying recurring customer or operational issues and translating them into practical improvement proposals;
• Providing customers proactively with accurate information about services and supporting regular customer contact, such as daily or weekly calls and MBRs;
• Planning and prioritising your own workload, monitoring customer processes and following up with internal departments when agreements, SLAs or procedures are at risk;
• Keeping relevant customer processes, knowledge and work instructions up to date and sharing knowledge with Customer Service colleagues;
• Recognising customer signals and improvement opportunities and involving the appropriate departments or Account Manager;
• Preparing and maintaining customer support information and routine reports, including work instructions, invoicing, complaints and KPI performance.