Customer Support Analyst

SPS Commerce; Breukelen; Hybrid; EUR 34,000 - 48,000; Full time

Benefits offered by this job

Development possibilities

Challenging role

Broad scope of tasks

Job summary

A leading provider of supply chain solutions is seeking a Customer Support Analyst for its Breukelen office. This role involves engaging with customers through various channels, providing high-quality service, and assisting in resolving issues across multiple SPS Commerce products. Candidates should possess a Bachelor's degree, fluency in Dutch, and exceptional communication skills. The position offers opportunities for development within a dynamic team, and necessitates a flexible work schedule to accommodate customer needs.

Qualifications

• 1-3 years of customer support or technical/help desk experience.
• Ability to manage multiple projects and work off-peak hours.
• Willingness to provide 24/7 standby support one week per month.
• Dutch native and English proficient.

Responsibilities

• Identify, research, and resolve customer issues.
• Assist customers with education across SPS Commerce products.
• Log and track customer interactions using the designated CRM.
• Adhere to schedules and adapt to changes, including standby rotations.

Skills

Strong verbal and written communication skills

Excellent customer interaction

Proficiency with Microsoft Office suite

Ability to understand technical processes

CRM software

MS Office

Education

Bachelor’s degree or equivalent

Tools

CRM software

MS Office

Internet proficiency

Job description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary:

We are seeking a Customer Support Analyst to join our Customer Success Team. In this role, you will engage with customers through phone, email, and chat to educate and solve problems. You will provide excellent customer service by conducting root cause analysis and resolving issues, leveraging your skills and knowledge of SPS Commerce. The role is focused on the B2B support.

Key Responsibilities:

• Identify, research, and resolve customer issues, advocating for customer success and escalating to internal teams when necessary.
• Assist customers with education and issue resolution across various SPS Commerce products and services, handling issues from moderate to complex.
• Log and track customer interactions using the designated CRM, demonstrating agility by acting as a flex resource across multiple contact channels.
• Adhere to schedules to ensure availability for customer needs and adapt to changes as required.

Location:

This role is in our Breukelen office; the team is in-office 1 day per week at the moment (more office presence may be required in the future- 2-3 days per week)

Required Qualifications:

• Bachelor’s degree or equivalent combination of education and experience, with 1-3 years of customer support or technical/help desk experience.
• Strong verbal and written communication skills, with the ability to understand technical processes and data effectively.
• Native Dutch
• Business fluent English
• Excellent customer interaction and teamwork skills, proven organizational abilities, and proficiency with the Internet and Microsoft Office suite (Word, Excel, Outlook).
• Ability to work with minimal supervision in a fast-paced environment, manage multiple projects, and work off-peak hours, including evenings, weekends, and limited on-call shifts
• Ready for a 1 week of Standby support per month, it requires the 24/7 support for that full week (you will have to be available via phone during this week and also take your laptop with you everywhere)

Nice to have:

• Knowledge of German
• Experience with SaaS

We can offer:

• Development possibilities with a stable international organization
• From EDI connectivity to E-Invoicing compliance, your work is the mission-critical foundation that keeps global trade fluid and functional
• Challenging role-no problem is the same
• A broad scope of tasks

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.