Key Skills

Job Description

The Customer Collaboration Specialist is part of the Customer Experience team within Customer Operations and plays a key role in managing the end-to-end order-to-cash process. Acting as the operational link between customers and the client's internal functions, this position ensures excellent service delivery, efficient logistics execution, and strong customer relationships. The role focuses on analyzing customer operations, driving continuous improvement initiatives, and collaborating closely with customers and internal stakeholders across Supply Chain, Sales, Demand Planning, Logistics, Marketing, and Finance. The successful candidate will contribute to improving service levels, operational efficiency, and supply chain performance across the Benelux region. Responsibilities: Customer Operations & Customer Support Serve as the primary operational contact for customers regarding service, logistics, order management, and supply chain-related topics. Manage and resolve customer issues related to deliveries, returns, complaints, stock shortages, and service performance. Communicate proactively with customers regarding critical supply chain disruptions, delivery delays, and out-of-stock situations. Coordinate with internal teams to ensure timely resolution of operational challenges. Customer Analytics & Performance Management Monitor customer operations and supply chain performance through data analysis and reporting. Identify opportunities to improve service, cost efficiency, and operational speed across the supply chain. Track and report key performance indicators (KPIs) related to delivery reliability and customer service performance. Develop a thorough understanding of customer supply chains, logistics networks, and market trends. Continuous Improvement & Project Management Lead and support customer-focused improvement initiatives within the order-to-cash and logistics fulfillment processes. Drive operational excellence through process optimization and continuous improvement practices. Collaborate with cross-functional teams to implement sustainable solutions that enhance customer experience and supply chain efficiency. Stakeholder & Relationship Management Build and maintain strong operational relationships with customers, distribution centers, planners, and project stakeholders. Work closely with Sales, Logistics, Demand Planning, Marketing, Finance, Order Management, and Master Data teams. Support customer visits, business reviews, and performance discussions. Ensure alignment between customer requirements and internal operational capabilities. Master Data & Portfolio Management Coordinate customer master data updates and product portfolio changes. Support successful implementation of assortment changes and new product introductions. Provide input for portfolio maintenance and data quality improvements. Requirements: Education & Experience Bachelor's degree in Supply Chain, Logistics, Business Administration, or a related field. Minimum 2 years of relevant experience in Customer Service, Supply Chain, Logistics, Customer Operations, or a similar environment. Experience within FMCG is advantageous. Experience working directly with customers is preferred. Project management experience is considered a plus. Technical Skills Strong analytical skills with the ability to interpret data and identify improvement opportunities. Knowledge of ERP systems, SAP, and Business Warehouse (BW) is advantageous. Solid understanding of supply chain, logistics, and order-to-cash processes. Communication & Competencies Strong stakeholder management and customer-facing communication skills. Ability to communicate effectively at both operational and tactical levels. Strong problem-solving and continuous improvement mindset. Demonstrates practical creativity, initiative, and a proactive approach to driving results. Ability to work effectively in cross-functional and multicultural environments. Fluent in Dutch, French, and English.

Core Responsibilities

Serve as the primary operational contact for customers, resolving service, delivery, returns, and supply chain issues while coordinating with internal teams. Analyze performance, report KPIs, and lead improvement initiatives to strengthen customer experience, logistics execution, and supply chain efficiency.

Requirements

A bachelor's degree in Supply Chain, Logistics, Business Administration, or a related field and at least two years of relevant experience are required; FMCG experience and project management experience are advantageous. Candidates should have strong analytical, customer communication, and stakeholder management skills, understand supply chain and order-to-cash processes, and be fluent in Dutch, French, and English.