Key Skills

Job Description

Job Purpose & Primary Job Responsibilities As Customer Care Coordinator - Key Accounts – Import you are responsible for providing frontline responses to queries and requests from clients and escalations for our Key Account clients. You take care of a consistently high service-level by providing prompt resolutions for service issues that are brought to you through our ONE communication tool ’’Service Cloud’’ (Salesforce/Case Management) and other channels. In cooperation with our Customer Administration team and supported by ONE's growing range of customer self-service tools on our website, you contribute to a superior Customer Service experience clients and specially for our Key Accounts. Day to day operations: You provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through the Service Cloud communication system. In order to succeed, meet agreed KPIs and quality standards you need to actively keep abreast on sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations. Process & Quality Management: You are in charge of our clients and providing premium care and a consistently high service to ONE's Key Accounts. You aim at scaling quality service with our growing range of ’’tech enablers’’ and self-service tools, promoting these to our Key Accounts as suitable. Keeping up to date on the relevant self-service and e-commerce tools will therefore be vital. You ensure compliance with company rules and regulations on all processes and transactions. Communication & Collaboration: Ensure good collaboration and communication within departments and across. Work closely with the Customer Administration team as well as our Sales Teams and escalate cases in a timely and professional manner whenever appropriate. Communicate effectively with customers and advise them in a reliable and professional manner. Digital adoption: Support ONE's digital transformation by utilising and promoting our e-commerce platform and our self-service tools as applicable. Seek ways to apply ONE's tech enablers to your area of specialisation increasingly. Enhance service to customers by making sure that all KPI’s and Standard Operating Procedures are met or followed, actively improve effectiveness and productivity. Ensure correct invoicing and full cost recovery in order to optimize revenue. LOCATION This is a local position based in the Rotterdam Agency Office. Required Skills And Competencies Preferably 1-2 years of work experience within shipping Strong communication skills, customer- and service oriented Flexibility and creativity in problem solving Good knowledge of Google Workspace and preferably Salesforce Articulate, clear oral and writing communication skills in English and Dutch Enthusiastic team worker What We Offer Market based salary 26 Holiday days per year Holiday allowance 13th month Pension: a defined contribution paid by Employer and Employee WIA and WGA-gap insurance fully paid by ONE Collective Health Insurance Commuting and Working from Home Allowance The successful completion of a pre-employment screening via Valicare is a mandatory requirement for this role and a condition of starting employment. A positive outcome is essential for the continuation of the employment relationship.

Core Responsibilities

Provide prompt frontline support and resolve service queries and cases for key account clients, using Salesforce Service Cloud and other channels. Maintain service quality and compliance, promote digital self-service tools, collaborate with internal teams, and support accurate invoicing and cost recovery.

Requirements

The role preferably requires 1–2 years of experience in shipping, strong customer-focused communication, and flexibility and creativity in problem solving. Candidates should have good knowledge of Google Workspace, preferably Salesforce, clear written and spoken English and Dutch, and a collaborative approach.

Benefits

• 26 Days Of Annual Leave
• Holiday Allowance
• 13th-Month Salary
• Employer And Employee Defined-Contribution Pension
• WIA And WGA-Gap Insurance
• Collective Health Insurance
• Commuting Allowance
• Work-From-Home Allowance