Customer Service Assistant

Description

Customer Service Assistant

The Customer Service Specialist ensures a smooth, accurate, and efficient order-to-delivery process for the Netherlands. The role is responsible for order entry, coordination with logistics partners, issue resolution, and POSM flow management.
This position interacts daily with customers, transport partners, the warehouse, and internal teams, ensuring a high-quality service experience from order placement to delivery.

Order Processing and Customer Care

• Enter customer orders accurately and on time.
• Check stock availability, SKU codes and quantities, propose substitutions when needed.
• Confirm delivery dates, order composition and quantities with customers and sales reps.
• Coordinate shipments with transport partners, Veolog warehouse staff, MHCS, and other internal stakeholders.
• Communicate proactively in case of delays, delivery issues or discrepancies.
• Escalate issues to Sales Managers when necessary.
• Register, investigate and process customer claims promptly.

POSM Management

• Consolidate monthly POSM orders (PPPstore) and maintain the master tracking sheet.
• Track POSM received in Recy and update records, flagging discrepancies.
• Manage POSM requests from field teams and customers.
• Monitor POSM stock levels and inform Marketing when items fall below threshold.
• Support the Activation Manager with Loods stockkeeping.

Accolades Communication

• Compile accolades for each brand (Parker Points, Wine Spectator, etc.).
• Share communications with customers and trade partners.

Logistic Information Management

• Gather FG and POSM information from relevant teams.
• Ensure timely completion of logistic data for new products (SAP price updates, GS1 compliance, documentation for key accounts).

Office Support

• Liaise with MediArena facility and other service providers (cleaning, catering, security).
• Maintain office conditions and coordinate basic repairs.
• Manage office supplies and equipment.
• Support company events (company days, town halls).
• Welcome and support visitors when needed.

Experience & Expertise

• 3 to 5 years’ experience in customer service, order management or supply chain support.
• Experience in FMCG, wines & spirits or logistics is an advantage.
• Reliable, collaborative and service-oriented.
• Strong customer service mindset.
• High accuracy and attention to detail.
• Ability to work with multiple stakeholders.
• Structured and organised approach.
• Proactive and solution-oriented.
• Good knowledge of Microsoft Office.
• Experience with SAP or similar systems is an advantage.

Fluent in English and Dutch.