Customer Service Specialist

Full-time

Location: Dordrecht

Trust is the go-to brand for digital lifestyle accessories, committed to making everyday life simpler and more sustainable. With a reach stretching across the globe, we pride ourselves on our teamwork, mutual support through all challenges, and a shared passion and pride for our work.

Along with providing consumers with products they know, love, and Trust; we are also dedicated to protecting the environment by producing more sustainable products through our Clevergreen program. Our journey towards a brighter, cleaner future is well underway, and we’d love for you to be a part of it!

As a Customer Service Specialist, you and your colleagues from the Customer Supply Chain team are responsible for communication with the customer regarding various customer service, logistics and sales related matters. This function focuses on the order to cash process. 

Responsibilities: 

Order Management

• Responsible for the ordering process for a select group of customers and countries and all the related processes such as quotes, enter ordering and managing backorders.
• Point of contact for customers and Sales team in sales related matters, such as: shipments, recording any price discrepancies, complaints or returns, product portfolio management.
• Signal, follow-up and communicate to the customer and/or logistics service provider regarding operational matters such as large or critical backorders, late or damaged deliveries or agreements not met.
• Optimizing customer order delivery efficiency by analyzing customer order behavior and follow up with customers (e.g. delivery frequency, minimum order value, etc).

Internal and external collaboration

• Supporting the sales team operationally, providing them with clear and up to date info regarding order deliveries and or revenue outlook.
• Coordination of customer-related matters with internal departments such as Sales, Logistics, Demand Planning, Finance, Marketing etc.
• Inform the customer about product/range changes in agreement with both internal departments and the customer. Bring new products to the attention of customers.

KPI driven

• Develop, track and continuously improve KPIs through close collaboration with the customer and sales teams.
• Analyzing and coordinating order patterns or delivery specifications and KPI reporting.

Continuous improvement

• Participate in and/or lead customer improvement projects, including stock levels and forecasting, transport arrangements, where a good balance between costs and benefits is essential. 
• Participating in larger projects such as new ERP system.

Education and Experience:

• At least a completed Bachelor's degree or comparable work and thinking level;
• 0- 2 years of experience in customer service and/or supply chain ERP and processes, preferably in an international environment;
• Good command of Dutch, English, and another foreign language (French and/or Spanish is preferable);
• Good command of MS-Office (specially Excel).

Skills and Competencies:

• Accurate and attention-to-detail;
• Analytical skills;
• Proactive;
• Time management;
• Team commitment.

What we offer: 

• A versatile and creative function;
• An international team of young, enthusiastic colleagues;
• Salary in accordance with job grade and great secondary labor conditions such as a bonus and a pension;
• Monthly get-together with drinks and snacks in our very own bar.