Customer Service Officer | Import

Rotterdam, reference 2025-00961

Job description

Requirements

• Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
• Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
• Case Analysis & Dispatch, Analyse customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time.
• Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager

• Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP
• Manage all cases based on FIFO (First in First out) basis. 
• Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
• Central point to handle exceptions / customer special demands
• Resolving complaints in case of unexpected shipment disruptions/ issues
• Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timeline
• Contact customers and manage/coordinate system modifications when needed (vessel delays, call  omits, roll over, cut & run, late VGM etc.)
• Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
• MBO level 4+ education.
• Experience within the shipping industry. Strong administrative skills, including managing shipment and email files effectively.
• Experience in similar roles within Customer Service/Customer Care. Customer-focused with a proactive approach within the shipping industry.
• Effective communication skills, with the ability to articulate various business scenarios to customers and management.
• Highly organized, self-motivated, and capable of planning and coordinating workflows
• Strong customer-facing skills with the ability to build and nurture relationships.
• Professional demeanor, positive attitude, and ability to manage stress in challenging situations.
• Ability to work effectively under pressure and prioritize tasks.
• Proficient in Microsoft Office (latest version).
• Fluency in English, Dutch is a preference

Working conditions

• Fully covered pension contributions.
• Annual performance bonus based on personal and company performance.
• Discounted health insurance with additional packages.
• Opportunities to participate in volunteer initiatives.
• Access to extensive learning resources and courses.
• Birthday bonus.

Work location

Company description

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