Customer Service Coordinator

We are seeking a customer centric and detail-oriented Customer Service Specialist - Export & Import to join our team. This role is critical in ensuring seamless coordination of import and export activities while delivering exceptional service to our customers.

Key Roles& Responsibilities

Customer Service

• Serve as the primary point of contact for customers mostly outside of the European Union, addressing inquiries and resolving issues promptly.
• Foster positive relationships with clients to ensure high levels of satisfaction and repeat business.

Order Fulfillment

• Manage the end-to-end order fulfillment process, including item setup, order entry, shipping, returns, and credit notes.
• Collaborate with internal teams to ensure accurate demand forecasting, customer inventory control and ensuring timely and correct delivery to international customers.

Export & Import

• Coordinate export and import shipments, ensuring compliance with local and international regulations.
• Prepare and manage required shipping documentation, including invoices, packing lists, certificates of origin, health certicates and customs declarations.
• Liaise with freight forwarders, customs brokers, and carriers to ensure timely delivery of goods. ·
• Monitor shipment progress and proactively address delays or disruptions.

Documentation

• Stay updated on import/export regulations.
• Ensure adherence to Griffith Foods' internal regulatory policies.
• Maintain accurate records of shipments, orders, and communications for audit and reporting purposes to customs.

Collaboration

• Work closely with internal departments, including Supply Chain, Sales, Quality and Production, to align customer service operations with overall business goals.
• Support cross-functional initiatives to improve processes and enhance customer experiences.

Functional Knowledge

• Education: Bachelor’s degree in Business Administration, Supply Chain, International Trade, or a related field

• Experience: 3+ years in a similar role, preferably within the food or FMCG industry. 

• Strong understanding of import/export logistics, incoterms, and customs regulations.

• Familiarity with ERP systems and Microsoft Office.

• Excellent communication and interpersonal skills.

• Strong organizational and multitasking abilities.

• Problem-solving mindset with attention to detail.

• Languages: Proficiency in Dutch and English; additional languages are a plus.

Business Expertise

• Customer Service Expertise
• Customer Needs Analysis: Ability to deeply understand customer business models (e.g., foodservice, protein processors, snack processors, QSR)
• Relationship Management: Expertise in managing long-term B2B relationships, nurturing loyalty, and driving repeat business.
• Complaint Resolution and Continuous improvement mindset: Skills in resolving customer issues, addressing complaints, and implementing feedback to improve service deliver

Leadership

• Proactive problem-solving abilities with a focus on customer satisfaction and process optimization.
• Flexibility and adaptability to respond to changing customer needs and market conditions.

Problem Solving

• Proactively identify and resolve customer issues, including order inaccuracies, delivery delays, and quality complaints.
• Manage high-pressure situations with empathy and clear communication, ensuring swift resolutions and maintaining strong relationships.
• Prioritize tasks effectively, balancing competing demands from customers and internal stakeholders to meet business objectives.

Interpersonal Skills

1. Communication Skills

• Ability to articulate information clearly and effectively to customers, teams, and stakeholders.
• Ensures customer needs are understood internally while providing transparent updates and solutions externally.

2. Empathy and Customer-Centric Approach

• Understands customer perspectives and works to address their concerns with care and urgency.
• Builds strong relationships by anticipating needs and delivering tailored support.
• Demonstrates emotional intelligence in handling complaints or high-pressure scenarios.

3. Teamplayer

• Likes to work in an international team.
• Ability to be flexible and agil.