Customer Service Sales Support Specialist

Location: Waalwijk
Status: Hybrid

Job Summary:

Collaborate with Kalsec Sales, Operations, and Supply Chain to ensure superior customer service and aim for first contact resolution. The Customer Experience team builds loyalty by treating every interaction as a chance to meet and exceed expectations. Customer Experience Specialists proactively address customer needs through research and problem solving, maintain a positive team attitude, and commit to continuous learning.  

Essential Job Responsibilities:

1. • Manage end-to-end customer interactions, including:
     • Order management
     • Sample coordination
     • Documentation requests
     • Returns, credits, and complaints
     • Invoice-related queries
   • Act as a key point of contact for customers, ensuring timely and professional communication at all stages of the order lifecycle.
   • Collaborate cross-functionally with Sales Support, Regulatory Affairs, Logistics, Planning, and Finance to ensure smooth execution of customer orders and compliance with all regulatory and trade requirements.
   • Support export activities by ensuring accurate and complete preparation of export documentation (e.g., commercial invoices, packing lists, certificates, and compliance-related documents).
   • Develop strong understanding of regional requirements, particularly for Middle Eastern customers, including documentation standards, customs expectations, and cultural communication nuances.
   • Proactively identify and resolve issues, escalating where necessary to ensure minimal impact on the customer experience.
   • Maintain a continuous improvement mindset, contributing to process enhancements and knowledge sharing within the team.

Education/Experience:

   Required:

• 3–5 years of experience in Customer Service, Customer Experience, or similar role
• Experience managing international customers, with specific exposure to Middle Eastern markets preferred
• Strong knowledge of export processes and documentation requirements
• Experience working with ERP and CRM systems 
• Excellent communication and interpersonal skills, with the ability to build strong customer relationships
• Ability to work effectively in a fast-paced, dynamic, and cross-cultural environment
• Strong problem-solving skills with a detail-oriented and solution-focused approach
• Confident and professional phone and email communication skills
• Demonstrated ability to handle complex situations with tact and professionalism
• Proficiency in Microsoft Office tools

   Desired:

• Minimum 2 A levels – preferably in business or related discipline.
• Ability to speak another European language – preferable French or German.
• Salesforce experience

Travel:

• As needed