Senior Customer Service Employee

Rhenus Logistics; Tilburg; On-site; EUR 42,000 - 66,000; Full time

Benefits offered by this job

Good pension plan

Fringe benefits

Flex budget

Career development

Job summary

Rhenus Warehousing Solutions Netherlands in Tilburg is seeking a Senior Customer Service Employee to lead daily CS operations and guide colleagues. You will safeguard service levels, handle escalations and build strong customer relationships across Operations, Transport and Account Management.

You will monitor issues, drive improvements and share knowledge to ensure reliable processes and a high-quality service experience for multiple clients in a fast-paced logistics environment.

Qualifications

• Customer-focused and proactive approach in a fast-moving logistics environment.
• Ability to balance customer needs with operational possibilities.
• Experience of 3–5 years in Customer Service within logistics warehousing or similar.
• Involves coordinating with multiple stakeholders and driving process improvements.

Responsibilities

• Support and guide Customer Service colleagues in daily operations.
• Serve as first escalation point for questions, incidents and complaints.
• Monitor issues, identify recurring challenges and drive improvements.
• Maintain regular customer contact via calls and reviews (MBRs).
• Organize daily priorities to safeguard a stable service level.
• Keep processes and knowledge up to date and share with the team.
• Translate customer signals into improvement opportunities with involved departments.

Skills

Customer focus

Proactivity

Team guidance

Stakeholder management

Education

HBO level thinking (diploma not required)

Tools

Logistics systems knowledge

Job description

What You Can Expect ** : **

Are you an experienced Customer Service professional who enjoys taking ownership, supporting colleagues 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 Senior Customer Service Employee at Rhenus Warehousing Solutions in Tilburg could be your next step.

The position

As Senior Customer Service Employee, you are a key member of the Customer Service team and a role model for your colleagues. You support and guide the team in daily operations, help safeguard a balanced workload and actively look for opportunities to improve customer processes. You take responsibility for the operational day-to-day customer service process for one or more customers and ensure that internal and external agreements are followed. In this role, you are also the first escalation point for Customer Service and an important link between customers, Operations, Transport, Account Management and other internal stakeholders. Your main responsibilities include:

• Supporting and guiding Customer Service colleagues in daily operations, including correct inbound and outbound flows, while taking proactive and preventive steps to keep tasks running smoothly;

• Acting as the first escalation point for ad-hoc customer questions, incidents and complaints, and escalating further to the Team Lead or Manager when needed;

• Monitoring customer issues and incidents, identifying recurring or cross-customer challenges and creating insight into improvement opportunities;

• Providing customers proactively with accurate information about Rhenus Warehousing Solutions and leading or supporting regular customer contact, such as daily or weekly calls and MBRs;

• Organizing daily priorities and monitoring the Customer Service workload to reduce operational risks and safeguard a stable service level;

• Keeping relevant processes, knowledge and work instructions up to date and actively contributing to knowledge sharing within the team;

• Recognizing customer signals and translating them into valuable improvement opportunities, while ensuring that the right departments and Account Managers are involved;

• Preparing and maintaining customer support information and routine reports, including input on work instructions, invoicing, complaints and KPI performance.

What we offer:

At Rhenus Warehousing Solutions, you will join a sustainable, ambitious and fast-growing organization where ownership, customer satisfaction and continuous improvement are central. As Senior Customer Service Employee, you will have the opportunity to contribute to stable customer processes, stronger ways of working and a high level of service. We encourage initiative, collaboration and personal development. You will work from “The Tube”, our modern and sustainable building on the A58 in Tilburg. In addition, we offer:

• In addition to a competitive salary that matches the seniority of the role, we offer attractive fringe benefits. We appreciate your commitment, ownership and contribution and are happy to reward you for it.

• A good pension plan;

• Fast growing organization with various clients (Med/Tech & B2BC);

• A personal flex budget that you can spend as you choose. Among other things, this can be used to buy leave days, personal development, company fitness or be paid out as an allowance;

• Personal guidance and plenty of opportunities for advancement.

What You Bring:

Who are you?

You are customer-focused, proactive and able to keep overview in a fast-moving logistics environment. You understand how to balance customer needs with operational possibilities and know how to involve the right stakeholders to safeguard service levels. You enjoy supporting colleagues, sharing knowledge and encouraging collaboration. With your structured way of working and improvement mindset, you help create reliable customer processes and a strong service experience.

In addition, you bring:

• HBO level of thinking; an HBO diploma is not required;

• A minimum of 3 to 5 years of relevant experience in Customer Service, preferably within logistics, warehousing or a comparable operational environment;

• A customer-oriented background combined with knowledge of logistics administrative processes and systems;

About Rhenus Warehousing Solutions Netherlands

Rhenus Warehousing Solutions Netherlands is currently active at seven locations in the region of Eindhoven and Tilburg. We offer a wide range of logistics services, including warehousing, order picking, value-added services, transport coordination, managed services, customer service, import and export documentation, and sales support. In doing so, we take all logistical concerns off our customers’ hands.