Senior Customer Service Employee

CEVA Logistics provides global supply chain solutions to connect people, products and providers all around the world. Present in 170 countries and with more than 110,000 employees spread over 1,300 sites, we are well on our way to achieving our vision: to be a Top 5 global 3PL.

 

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

To expand the team, we are looking for a Senior Customer Service employee in Roosendaal. In this role, you will be the first point of contact for our customer. You are capable of handling all possible issues that arise in the logistics processes in a proper manner. Through email, phone, and various systems, you monitor order processing and report any issues in the process. Stakeholder management is high on your priority list.

 

Additionally, you maintain continuous contact with the customer to manage expectations and discuss progress. For this, you collaborate closely with your colleagues in the customer service department, the warehouse, external service providers (such as transporters and suppliers), and, of course, your customer!

 

As an experienced Customer Service employee, you are also the contact person for the team and the Contract Supervisor. You coordinate daily work processes and set priorities in consultation with your colleagues. Moreover, you participate in weekly operational meetings for your customer and provide input from the Customer Service department. You will report to and invoice the customer on monthly basis.

 

WHAT WILL YOU DO?

You will join the Customer Service Team as an experienced member, reporting to the Contract Supervisor. You will be the first point of contact and technically lead the team. You will maintain an overview and escalate when necessary. Together with your team members, you ensure optimal service to our customer and make a difference. The team consists of several colleagues serving different customers. A few characteristics of the team are informal and professional. You will be based at one of our locations in Roosendaal.

 

As a Senior Customer Service Employee, you will:

• Prepare the Monthly Business Review (MBR) and Quartarly Business Review (QBR);
• Build a good relationship with our customer's logistics team and end customers;
• Be content-wise leading within the Customer Service team;
• Check and supplement the monthly billing process for the customer;
• Analyze process issues and provide the customer with efficient solutions;
• Handle questions and complaints correctly and promptly (including in English);
• Analyze KPIs and initiate and execute improvement proposals.

 

WHAT ARE WE LOOKING FOR?

We are looking for a professional with demonstrable experience in service-oriented tasks in a dynamic environment. With your entrepreneurial attitude and communication skills, there is no problem that cannot be solved. You value solid customer relationships and taking your team to a higher level. You are analytical and process-oriented, enjoying working on improvements and process optimization. Additionally, you are stress-resistant and flexible regarding your colleagues and working hours during busy times. MBO+ or HBO level of education.

You bring the following k