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Customer Service Officer [Premium] | Maritime

Customer Service Officer [Premium] | Maritime

Posted on July 11, 2025
Rotterdam
English
Posted on July 11, 2025
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Apply for this position
The Customer Service Officer provides exceptional customer service to our customers by offering support and customer onboarding on our digital journey, tailored to meet the unique needs and expectations. Our Customer Service department is divided within a variety of segments, whereas we are looking for new joiners to further enforce our Import team.
  • Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
  • Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
  • Case Analysis & Dispatch, Analyse customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time.
  • Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager
 Also but not limited too,
  • Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP
  • Manage all cases based on FIFO (First in First out) basis. 
  • Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
  • Central point to handle exceptions / customer special demands
  • Resolving complaints in case of unexpected shipment disruptions/ issues
  • Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timeline
  • Contact customers and manage/coordinate system modifications when needed (vessel delays, call  omits, roll over, cut & run, late VGM etc.)
  • Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
  • MBO level 4+ education.
  • Experience within the shipping industry. Strong administrative skills, including managing shipment and email files effectively.
  • Experience in similar roles within Customer Service/Customer Care. Customer-focused with a proactive approach within the shipping industry.
  • Effective communication skills, with the ability to articulate various business scenarios to customers and management.
  • Highly organized, self-motivated, and capable of planning and coordinating workflows
  • Strong customer-facing skills with the ability to build and nurture relationships.
  • Professional demeanor, positive attitude, and ability to manage stress in challenging situations.
  • Ability to work effectively under pressure and prioritize tasks.
  • Proficient in Microsoft Office (latest version).
  • Fluency in English, Dutch is a preference
€3500-€3750 per month
Our client is a leading company in providing supply chain solutions worldwide.
If you are interested in this vacancy, you can apply by clicking on the button above. By clicking on apply, you agree to our privacy commitment and terms and conditions. Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission. Curious about how the recruitment process works within Undutchables, click here to read more.  
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Useful Links
  • Working in the Netherlands
  • Recruitment agencies
  • Career coaches
  • CV advice
  • Job interview
  • Self-employment