Customer Support Coordinator

Senior Customer Support Coordinator

Join our dynamic team as we seek an experienced Senior Customer Support Coordinator. We are a global leader in supply chain solutions, and we are looking for an individual who is passionate about delivering the best results for our customers.

As a Senior Customer Support Coordinator, you will play a pivotal role in ensuring seamless operations within our busy on-site LPS team. If you thrive on managing priorities, coordinating efficiently, customer and internal communication, and spotting gaps and bridging these, then this opportunity might be perfect for you.

Managing services:

• Coordinate the delivery of contractual agreements, ensuring promises are upheld.
• Maintain up-to-date billing information, organized folder structures, and accurate system documentation.
• Supporting the operational team onsite and fluent English required.

Coordinating actions:

• Conduct regular meetings to ensure seamless communication and collaboration, promptly addressing inquiries within the LPS organization.
• Proactively manage specific actions, open issues, or tasks using tools like Action tracker.

Reporting and warranty management:

• Effectively manage workloads to achieve KPIs and maintain high levels of customer service.
• Ensure high-quality Root Cause Analyses (RCAs) to learn and improve from on-site experiences.

Ensuring accurate data:

• Meticulously maintain customer data, including Infor(ERP)/ CRM, to avoid discrepancies.

Coordinating handover process:

• Gather stakeholders during the implementation of new systems or upgrades.
• Monitor the transition to operations, participating in project planning and ensuring adherence to the Service Handover process for the best possible service.
• Internal and external communication

Who are you:

• Proven experience in a senior customer support role, preferably in an international setting.
• Exceptional communication skills, demonstrating a keen understanding of the nuances of native English.
• Ability to thrive in a fast-paced environment and lead a team towards continuous improvement.
• Demonstrated experience in fostering positive client relationships and addressing complex customer issues.
• Willingness to travel to the Netherlands once a month and be onsite at the customer 80% of your time.

What do you bring:

• Bachelor's degree in a relevant field.
• Strong organizational skills with an eye for detail.
• Familiarity with supply chain solutions is a plus.
• Fluent in English; other language is a plus.

If you are an excellent communicator with a track record of success in senior customer support roles and are excited about contributing to our global leadership in supply chain solutions, please submit your resume and cover letter to recruiting@fortna.com.