Client Support Specialist, EMEA

July 6, 2021

Client Support Specialist, EMEA

Cold Chain Technologies
Published
July 6, 2021
Location
Rozenburg, Netherlands
Job Type

Description

Due to continued expansion, we now have a new position for a Client Support Specialist, EMEA with Cold Chain Technologies based in Rozenburg, The Netherlands .  Experience in import/export practices including Incoterms, shipment types and methods, together with a working knowledge of customs compliance including sea freight and HAWB & MAWB is essential.

Reporting to the Client Services Manager you will be responsible for performing day-to-day Customer Service and Account Management activities for the EMEA region. You will work directly with our Customers and Distributors to ensure the timely processing and delivery of client orders, accuracy of pricing and provide timely responses to their queries and resolve any issues. Internally, you will work closely with the Sales and Operations teams together with the 3PL to build and maintain a strong relationship to ensure efficient and timely deliveries to our customers.

This position is based in The Netherlands, and applicants must have the right to live and work in the European Union (EU).  No work permit or visa sponsorship will be available for this position.  No relocation available.

Responsibilities:

  • Provide exceptional customer service to Customers, Distributors, Regional Sales and 3PL
  • Maintain the ERP system with accurate account information, contact details, account notes and pricing
  • Accurately process customer quotes, orders, acknowledgements, return authorisations and set-up new client accounts
  • Release customer orders from 3PL and monitor timely execution (Pick, Pack, Ship) of those orders
  • Arrange transportation with 3PL forwarders of customer orders, in line with the agreed incoterms
  • Ensure all appropriate shipping documentation is created and available for transit
  • Issue investigation and resolution regarding orders, pricing, and customer queries or complaints
  • Work closely with regional Sales and Operations, monitoring demand and customer forecast to ensure exceptional order fulfilment, providing data as necessary
  • Serve as a liaison, collaborate and build strong relationships with key stake holders and internal teams to support needs of the Region and their clients
  • Respond to Customer’s inquiries about products, services, pricing and deliveries in a timely and professional manner
  • Recommend additional products and services to customers when possible
  • Qualify leads and inquiries – distribute to appropriate parties as required
  • Identify opportunities for continuous improvement in Client Service operations and implement or recommend improvements as required
  • Participate in team, customer or departmental tasks/projects as assigned by manager
  • Follow company policies, procedures, designated SOPs and Work Instructions
  • Comply with all safety guidelines and standards as dictated by 5S practices
  • Maintain and promote both an environment of continuous improvement and lean manufacturing practices

Requirements:

  • A prove track record in high-level Customer Service in an international environment
  • Bachelor’s degree preferred
  • Excellent written and verbal communication skills in English and preferably 1 other language
  • Strong interpersonal skills and ability to work with others in a positive and collaborative manner
  • Experience in export operations is essential including freight forwarding, documentation services (Certificates of Origin etc.)
  • Understanding of Incoterms, shipment types and methods
  • Experience of customs compliance including sea freight and HAWB & MAWB including working with 3PL
  • Experience with ERP systems
  • Demonstrated ability to organize and work accurately, follow instructions/schedules/timelines and handle multiple priorities
  • Strong interpersonal skills and ability to work with others in a positive and collaborative manner
  • Must be flexible and able to adapt to changes in priorities with minimal supervision
  • Excellent organizational skills, strong attention to detail and outstanding follow up
  • Proficient MS Office skills (Outlook, Word, Excel)
Apply
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