Customer Service & Order Desk Specialist - Dutch - Amsterdam

Our client is a leading international company in the FMCG industry, based in Amsterdam. The are looking for a fluent Dutch and English speaker to manage the order desk and aftersales for the Benelux region.

Responsibilities/Tasks

• Customer Interaction: Engage with customers via phone, email, chat, and other communication channels to address inquiries, resolve issues, and provide information about products or services. Maintain a friendly and professional attitude while actively listening to customer needs.




• Order Management: Receive and process sales orders and then issue sales invoices to customers. Assist customers with placing, tracking, canceling, and modifying orders. Collaborate with external logistics providers to ensure accurate and timely order fulfillment.




• Problem Solving: Identify and resolve customer issues, finding effective and timely Escalate complex problems to the appropriate stakeholders and follow established procedures.




• Complaint Handling: Address customer complaints and feedback in a respectful and empathetic manner. Turn negative experiences into positive ones, aiming to exceed customer expectations.




• Collections Support: Contact customers via phone, email, and other communication channels to collect outstanding payments within set deadlines. Negotiate repayment arrangements if needed, and maintain a professional attitude when answering customer questions.




• Credit Assessment Support: Evaluate the creditworthiness of new and existing customers by analyzing financial statements, credit reports, and payment histories. Make recommendations regarding credit limits and terms to minimize risks while supporting sales efforts.




• Payment Processing: Accurately record and allocate customer payments in the accounting system (in collaboration with the finance team). Resolve discrepancies and payment-related issues promptly.




• Reporting: Generate periodic and ad-hoc reports on the performance of external logistics providers, accounts receivable status, and collection progress. Provide insights and recommendations to management for decision-making.




• Master Data Management: Enter price lists, commercial and promotional discounts per product/customer into the ERP system.




• Inventory: Monitor inventory levels (own and retailers), conduct periodic physical stock counts, and reconcile with accounting values (in collaboration with Finance).




• Process Improvement: Identify and implement opportunities to streamline the order-to-cash cycle. Participate in continuous improvement initiatives to optimize efficiency and effectiveness.

Requirements

• Relevant experience in a similar role, preferably in FMCG.




• Higher professional education (HBO) level of work and thinking.




• Excellent communication skills, both verbal and written, with the ability to interact with customers professionally and empathetically.




• Detail-oriented and organized, with the ability to multi-task and manage time effectively. Highly accurate in data entry and reconciliation.




• Team player with the ability to build positive relationships across departments. Positive attitude, adaptability, and willingness to learn and grow.




• Strong Microsoft Office skills, with the ability to handle datasets and generate reports.




• Fluent in Dutch and English, knowledge of French is a plus.

Additional Information:

You will receive a competitive salary package, depending on your knowledge and experience. There is an extensive benefits package, including 38 vacation days (13 of which are ADV days), health insurance reimbursement, a pension plan, and participation in a bonus scheme.

Our client is a leading international company in the FMCG industry, based in Amsterdam.