Senior Customer Service Representative

CEVA Logistics; Venray; On-site; EUR 34,000 - 45,000; Full time

Benefits offered by this job

Profit sharing

Travel allowance

Working from home options

CEVA Academy development

CEVAfit program

Paid holidays (8% holiday pay)

25 vacation days + 5 ADV days

Job summary

CEVA Logistics in Venray is seeking a Senior Customer Service Representative who will be the first point of contact for customers, monitoring orders, solving issues, and maintaining proactive communication across teams including warehouse, carriers, and suppliers. You will lead the Customer Service team, coordinate daily workflows, and participate in weekly meetings to improve service levels.

A background in B2B customer service, strong English proficiency, and advanced Excel skills are

Qualifications

• MBO+ or HBO level of working and thinking.
• Professional attitude towards customers in a B2B environment.
• Professional proficiency in English.
• Team leadership and coordination experience.
• Strong skills in automated systems and Microsoft Office; Advanced Excel desirable.

Responsibilities

• Prepare Monthly Business Review (MBR) and Quarterly Business Review (QBR).
• Lead bi-weekly complaint meeting and coordinate daily workflows.
• Build and maintain relationships with the customer's logistics team and end customers.
• Manage and support the Customer Service team.
• Review and complete the customer's monthly invoicing process.
• Analyze process issues and provide efficient solutions.
• Handle inquiries and complaints in a timely manner.
• Analyze KPIs and drive improvement proposals.

Skills

Strong communication

Analytical skills

Flexibility

Education

MBO+/HBO level

Tools

Advanced Excel

MS Office

Job description

In the Senior Customer Service Representative role, you are the first point of contact for our customers. You are able to effectively and professionally handle and follow up on any issues that may arise within the logistics processes. Through email and various systems, you monitor order processing and report any issues occurring within the process. In addition, you maintain continuous communication with customers to manage expectations and discuss progress. To achieve this, you work closely with your colleagues in the Customer Service department, the warehouse, external service providers (such as carriers and suppliers), and, of course, your customers.

As an experienced Senior Customer Service Representative, you also serve as a point of contact for the team and the Office Supervisor. You coordinate daily work processes and set priorities in consultation with your colleagues. Furthermore, you participate in weekly operational meetings for your customers and contribute from a Customer Service perspective.

Your responsibilities include:

• Preparing the Monthly Business Review (MBR) and Quarterly Business Review (QBR);
• Preparing and leading the bi-weekly complaint meeting;
• Building and maintaining strong relationships with our customer's logistics team and end customers;
• Managing and supporting the Customer Service team;
• Reviewing and completing the customer's monthly invoicing process;
• Analyzing process issues and providing the customer with efficient solutions;
• Handling inquiries and complaints accurately and in a timely manner;
• Analyzing KPIs and initiating as well as implementing improvement proposals.

WHERE WILL YOU WORK?

Your workplace is at one of our locations in Venray, where we have a campus of four warehouses! There you will be part of the Customer Service Team, consisting of 5 till 10 colleagues. Together you ensure that process flows and systems are managed efficiently. You will do this in a driven and professional atmosphere, where there is plenty of room for fun and connection! You report to Office Supervisor and your working hours vary between 08:00 and 18:00.

WHAT ARE WE LOOKING FOR?

We are looking for a professional with proven experience in customer-focused roles within a dynamic environment. With your proactive mindset and strong communication skills, no problem is too challenging to solve. Building strong customer relationships and helping your team reach the next level are among your key priorities.

You have strong analytical skills and a process-oriented mindset, and you enjoy identifying improvement opportunities and optimizing processes. In addition, you remain calm under pressure and demonstrate flexibility toward your colleagues and working hours during peak periods.

You bring the following knowledge and experience:

• MBO+ (vocational college) or HBO (higher professional education) level of working and thinking;
• A professional attitude towards customers in a B2B environment;
• Professional proficiency in the English language;
• Team leadership and coordination experience;
• Strong skills in working with automated systems and Microsoft Office applications. Advanced Excel knowledge is highly desirable.

WHAT DO WE OFFER YOU?

At CEVA Logistics, there are plenty of opportunities to get the best out of yourself and your career. In addition to a dynamic environment in which we achieve our goals together at a high pace and in a results-oriented manner, we offer a position with room for fun and connection. This role can be the first step of a broad career path within our organization. The possibilities to follow your own path are endless!

In addition, we offer you the following:

• A gross monthly salary between € 3.034 and € 4.068 plus 8% holiday pay (classification depending on, among other things, your work experience and level of education);
• A one-year contract with the prospect of permanent employment;
• 25 vacation days, 5 ADV days and the possibility to (sell) buy extra leave;
• Profit sharing of max. 3% for positive company results;
• Travel allowance from 10.0 km home-work distance;
• Possibilities to working from home (negotiable with your manager);
• Possibilities to participate at our CEVAfit program; and
• Possibilities to develop yourself with all kind of tools from our CEVA Academy;

We look forward to welcoming you to CEVA Logistics for an exciting career!