Customer service specialist

Ambitious People Realising Creative Logistics Solutions.

About the Company

Royal Den Hartogh Logistics is a leading logistics service provider for the chemical, gas, polymer, and food industries. Our family business, founded in 1920 in the Netherlands, strongly focuses on safety and sustainability. Together with our customers and suppliers, we develop smart logistics solutions that contribute to a more efficient supply chain. We operate worldwide with 58 locations in 28 countries. Our team consists of over 2,700 employees, and we have a modern fleet with 25,000 tank containers, 4,900 dry bulk containers and trailers, 575 tank trailers, and almost 900 trucks.

About the Team

You will be part of a team of 7 colleagues who go the extra mile to exceed customer expectations, take responsibility, and make business fun a central focus. Although most of the team is based in Rotterdam, the team operates globally and interacts with team members around the world.

About the Role

As a Customer Service Specialist, you are the primary contact for your customers. From the moment the customer sends a transport request, you take responsibility for the acceptance and execution of orders, including the necessary administration (from order to invoice). You are the specialist who answers all customer questions, handles compliments and complaints, solves problems, and performs financial and operational analyses to support continuous improvements.

Together with your colleagues, you ensure creative transport solutions, always looking for upsell opportunities and ensuring the customer is fully aware of all products/services. You are agile and continuously switch between customer service, managing orders, maintaining contact with operations, discussing developments in sales, and working on improvements.

Responsibilities

• Responsible for accurately processing and following up customer orders in Transfusion and related systems;
• Manage operational contacts with the customer. Build relationships, understand the customer's needs and requirements, translate them into business usage, and offer sustainable logistics solutions to help in the customer's supply chain;
• Maintain high communication levels between internal Den Hartogh teams to ensure customer requirements can be met and operational teams have the necessary information for planning;
• Optimize logistics services in terms of efficiency and effectiveness by monitoring agreed margins and suggesting possible improvements to ensure complete customer satisfaction;
• Obtain and coordinate the documentation needed for import, export, and transit movements;
• Timely and complete invoicing of all costs to the customer, including any additional costs resulting from possible delays on orders with proactive communication to the customer;
• Plan quarterly meetings with customers to discuss daily operations through standard KPI reports/analyses.

Ideal Candidate

As a customer service specialist, you possess strong organizational and communication skills. As the point of contact for your customers, you provide excellent service and aim to build relationships both internally and externally. Additionally, you have:

• HBO work and thinking level, at least 3 years of work experience and preferably experience in a dynamic and international logistics organization;
• Knowledge of deep-sea and customs protocols (import/export) is a plus;
• You are accurate, solution-oriented, a team player, decisive, commercial, and analytical;
• A strong drive for personal development; a high degree of learning flexibility;
• Excellent command of both Dutch and English, both orally and in writing; German is a great advantage.

What We Offer

• Salary, company laptop & phone, 30 vacation days based on full-time employment, travel allowance, flexible working hours, and a pension scheme;
• A challenging position with a lot of independence, flexibility, and responsibility in a growing and informal organization with ambitious goals.
• A lot of attention for personal growth and development with more than 500 training courses available within our own DH Academy;
• Hybrid working: a combination of working in the office (with a beautiful view over the Maas) and working from home with a home-work allowance;
• Last but not least: a good working atmosphere and many extras you can use, such as a caring budget & Benefits at Work with great discounts for outings and more.

Enthusiastic?
For more information about the vacancy, you can contact Bob Kloppenburg (Recruiter) via 06 - 11 44 15 12 or BKloppenburg@denhartogh.com.