Customer Service Officer [Netherlands]

 

What will you get?

• €2.200 - €2.990 gross p/m (depending on knowledge and experience)
• Non-contributory pension
• Time-for-time arrangement
• ANW- and WIA-insurances (fully paid for by Arvato)
• 40 hour workweek
• 25 vacation days (possibility to extend this to 28 days)
• Laptop and mobile phone

Our wishlist

• Vocational (MBO) level of work and thinking with at least 1 year of work experience / HBO starter.
• Knowledge of Excel.
• Customer-focused, analytical mastermind, communication skills and process-oriented mindset.
• Very good command of the English language. It's a plus if you also speak Dutch.
• Enjoys working in a team.

What will you do?

55% Monitor and coordinate incoming and outgoing orders

25% Analyse logistical data and and make/adjust logistical planning (system management)

10% Provide project management support to colleagues

10% Work on internal improvements projects

Vacancy

In the role of Customer Service Officer at Arvato, you are responsible for handling outgoing orders for specific customers. You do all this driven by your passion for relationship management. Your main goal is to ensure that these orders are delivered as planned so that customers are satisfied with the service. If any issues arise or something is not in line with the agreed "Service Level Agreement", you know how to provide solutions through system analysis and your problem-solving skills.

System management is an important part of your job as a Customer Service Officer. You track the status of outgoing orders and handle any exceptions in the "Transport Exception Handling" process. This is typically done at the end of the day, and it involves analyzing data in the systems while considering key performance indicators (KPIs), expectations and planning.

"If you enjoy coordinating logistics planning and progress with various colleagues in a dynamic environment and find it challenging to deal with all aspects of transport and logistics, then this is the job for you."

In addition, it is essential to align incoming and outgoing orders. As a Customer Service Officer, you constantly monitor whether all orders are processed correctly, and you assist with the supply of goods. You do this based on agreements made with the customer; you check in the system (SAP) and on the floor whether these are being followed correctly. At the same time, you support your colleagues, for example Account Management, particularly in the area of project management. If you see that incoming and outgoing orders do not match, you act and find the right colleagues to solve this with. Meanwhile, you adjust the logistic planning (which you create weekly) and inform the drivers and the customer.

How your team looks can vary by location. However, you always work with colleagues on improvement projects, for example how data collection can be more efficient. In addition, you contribute to (internal) IT projects and discuss IT topics about logistics matters - how cool is that?!

Working week of a Customer Service Officer

Firsthand
experience

Firsthand experience

"The order system is overloaded, so not all orders seem to be coming through properly. What do you do?"

As a Customer Service Officer, you immediately investigate what is going on. It quickly becomes clear that the customer's website does link to Arvato's back-end system, but the orders from there are not being automatically exported to the ERP (Enterprise Resource Planning) system. As a result, Arvato cannot receive orders for a certain period, making it more difficult to keep the operation running.
It concerns approximately 1,000 orders that have not been received correctly. Therefore, it is necessary to move these to the next day, but this is not without challenges. The staff for tomorrow is already planned and the transport also needs to be adjusted. Your job as a Customer Service Officer is to arrange this in a short time. Meanwhile, you continue to send updates to the customer about the possible impact of this and stay in touch with your warehouse colleagues. You cannot solve the problem yourself - IT does this - but you are the person who keeps everyone updated on progress.

Growth

Arvato is growing fast, which means that you can grow alongside the organization. In your job, you will get a lot of freedom to take responsibility. You will learn by doing and getting necessary courses.

Working at Arvato

At Arvato, we're on it! By using the newest digital technologies, more than 15.000 employees, divided over 20 countries, are working on practical and relevant solutions for customers.

Arvato is an innovative and international, leading service provider in supply chain management and e-commerce. There are 2.000 employees working at the four different locations in the Netherlands (Heijen, Venlo, Venray and Schiphol-Rijk).

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