Customer Service Specialist

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.

• 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.