Key Skills
Job Description
What do we need?
- Bachelor’s degree in Supply Chain, Logistics, International Trade, Engineering or other related departments
- Minimum 3-5 years of experience in customer service, supply chain, logistics, planning, export operations or operational functions
- Experience in manufacturing, chemical or industrial environments is preferred
- Strong end-to-end process thinking and ability to understand the full customer journey
- Hands-on experience in order entry, order tracking, customer service operations and export processes
- Strong communication, coordination and stakeholder management skills
- Analytical thinking and structured problem-solving ability, with experience in root cause analysis
- Experience with customer-focused KPIs, process improvement, project management or digital transformation initiatives is preferred
- Excellent command of English and Dutch, both written and spoken. Other languages are a big plus
What you'll do
- Own the end-to-end customer journey and take direct responsibility for customer service operations
- Act as a balancing and guiding role between operations and the customer
- Perform order entry, order tracking and hands-on execution of export operations
- Act as the single point of contact for customers and ensure timely, accurate and clear communication
- Identify critical customer touchpoints and lead continuous improvement initiatives
- Reduce customer-facing uncertainty, rework, delays and error sources within operational processes
- Analyze customer feedback, complaints, requests and operational issues through structured root cause analysis
- Design and implement permanent process improvements for recurring customer issues
- Support differentiated service models for strategic and premium customers
- Act as the central coordination point between Sales, Planning, Logistics, Warehousing and Foreign Trade teams
- Translate customer expectations into internal processes accurately and on time
- Ensure operational teams clearly understand the customer impact of each process
- Track and analyze customer experience metrics such as customer effort, delivery performance and recurring issues
- Evaluate customer experience outcomes together with operational KPIs to support data-based decision making
- Work closely with Sales while being positioned within the Supply Chain organization
Core Responsibilities
You will own the end-to-end customer journey, acting as the primary point of contact for operations and customer service. You will also lead continuous improvement initiatives and coordinate between sales, logistics, and planning teams to ensure operational excellence.
Requirements
Candidates must hold a bachelor's degree in a relevant field and possess 3-5 years of experience in supply chain or logistics operations. Proficiency in English and Dutch is required, along with strong analytical and problem-solving skills.
About Organik Kimya
Industry: Chemical Manufacturing
Company size: 501-1,000 employees
Organik Kimya's history dates back to 1924, when we were first founded as Elkasan, trading chemicals from reputable global sources. The company, under the name of Organik Kimya, was founded in 1965, with the main focus on polymer emulsions and specialty chemicals. Our first investment as Organik Kimya was a 6.000 tons capacity plant. Over the years, with ambition to grow, our production capacity has undergone 5 expansions in the last 28 years, increasing over 30-fold, reaching 200.000 tpa by 2007: In addition to our Istanbul Plant, our plant in Rotterdam, with a capacity of 80.000 tpa came onstream in 2007, enabling us to supply the western hemisphere from two key locations. Istanbul, being a very important location of economics and logistics is the base of operations. Rotterdam Plant, resides in the huge Botlek chemical complex on Rotterdam Harbor, right next to the largest bulk materials terminal in Rotterdam. Both plants are identical in the way they operate, enabling the production processes and quality assurance to be run and optimized simultaneously. The production is controlled by state-of-the-art DCS control systems. Fully automated operation ensures standard quality with every batch, regardless of the reactor or the location of the plant.