Key Skills

Job Description

As Senior Customer Operations Specialist, you play a strategic role in improving customer‑centric service delivery within a highly automated and complex supply chain environment. You lead continuous improvement initiatives, solve structural issues, and ensure seamless end‑to‑end service execution across multiple supply chains and digital platforms. With deep process knowledge and strong analytical skills, you help create a more efficient, reliable, and customer‑focused operation. What we ask Bachelor’s degree with 5+ years of experience, or a Master’s degree with 3+ years of experience—preferably in Customer Operations, Supply Chain Management, or Logistics. Experience in customer service, ideally within FMCG. Fluent in English (written and spoken). Proficiency of Dutch is a strong plus Solid knowledge of FMCG supply chain processes and end‑to‑end order‑to‑cash execution. Expertise in customer service activities such as order processing, transport coordination, invoicing, and complaint/return handling. Strong familiarity with ERP systems, customer integration platforms, and digital tools that support automated order flows (EDI, portals, robotic processes). Proven ability to lead CI (continuous improvement) initiatives, support system testing, and solve structural process issues. Experience with Salesforce is strong plus Experience with SAP S4HANA is a strong plus What we offer Your salary will be based on the level of the position, your experience, and your education. But FrieslandCampina rewards more than just financially. We believe it is important that you continue to grow, as your development benefits both our products and your career. That’s why internal career progression is strongly encouraged, and we invest in relevant training and education within your field of expertise. We give you trust and autonomy to create long‑term impact that contributes to better nutrition for the world. We offer an informal yet ambitious working environment where you collaborate with driven and professional colleagues. On the work floor, you will also notice a strong focus on exchanging knowledge among colleagues — after all, that’s how you learn the most. Vacancy description As Senior Customer Operations Specialist, you act as a driving force behind improved service performance and continuous operational excellence. Operating within a functional Customer Operations setup, you dedicate approximately a big part of your time to continuous improvement, project coordination, and change management. You identify inefficiencies, lead optimization initiatives, and collaborate closely with IT and supply chain partners to bring new solutions to life. You oversee automated order, delivery, and invoicing flows—detecting deviations, performing root cause analysis, and implementing structural improvements that reduce customer effort. You coordinate and execute end‑to‑end regression testing during system upgrades to safeguard business continuity and minimize disruptions. In this role, you serve as a senior point of contact for complex customer or logistics inquiries, ensuring proactive and clear communication. You translate system and supply chain data into actionable insights, and you contribute to a high‑performing team environment by supporting colleagues, sharing best practices, and strengthening cross‑functional alignment. For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are. We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world. You become part of the Customer Operations Team in the Cluster in Amersfoort, Netherlands. You work closely with colleagues across different Customer Operations teams, Customer Supply Chain, IT, Logistics, and external customer platforms.

Core Responsibilities

Lead continuous improvement, project coordination, and change initiatives to improve customer service performance and operational efficiency across automated supply chain processes. Oversee order, delivery, and invoicing flows; investigate deviations, coordinate regression testing, resolve complex inquiries, and collaborate with IT, logistics, and supply chain partners.

Requirements

Requires a bachelor’s degree and at least five years of experience, or a master’s degree and at least three years of experience, preferably in customer operations, supply chain management, or logistics. Candidates should have customer service and FMCG supply chain experience, strong order-to-cash and digital systems knowledge, fluent English, and the ability to lead improvement initiatives; Dutch, Salesforce, and SAP S/4HANA are strong advantages.

Benefits

• Career Progression Opportunities
• Training and Education
• Autonomy
• Collaborative Work Environment
• Knowledge Sharing