Posted: 11 November 2020

Customer Service Assistent – DSM Coating Resins (update status: closed/ hired)

Location: Waalwijk, The Netherlands
Hours: 32-40
Salary indication: 33.797 - 48.282 per year

Job context

We strongly believe in acting as a global player in combination with excellent regional and local support to our customers. As a Customer Support Officer, you are responsible for the customer experience in handling the Order to Cash process (OTC). You provide customers and sales staff with excellent service and actual information and you work closely together with sales and account managers, your Supply Chain colleagues, and your colleagues in the department. You are proactive in building good relationships with stakeholders, in processing and following up on customer orders in SAP, and in continuously improving your daily work.

Within a strong LEAN/continuous improvement culture, you come up with ideas to improve the customer experience as well as the OTC process efficiency and automation.

Purpose of the job

  • Ensure efficient customer order processing
  • Maintain customer master data, pricing, contracts, and manage consignment stock and invoicing
  • Handle the complete delivery process of customers
  • Complaint handling, process solving and if appropriate also facilitate the internal solution
  • Handle basic customers’ requests and pass on to technical experts all queries pertaining to their field of responsibilities
  • Ensure an efficient and sustainable level of customer service quality to all customers

Key areas of accountability

  • Ensure efficient and timely handling of the Order to Cash process in close collaboration with the planning department
  • Maintain and update regularly customer and country-specific master data
  • Prepare commercial and legal documentation required by customers
  • Monitor products on allocation and ensure that release is done in a timely manner
  • Process deliveries by allocating manually or automatically batches for each industry subject to customers’ specific requirements
  • Ensure internal and external communication by phone/e-mail/fax for all matters pertaining to CSC Issues
  • Maintain surveillance of call-offs against contracts, delivery lead-times, pricing, MOV, item proposals and informs account management and customers accordingly
  • Check and monitor credit limits in close collaboration with the account management and Finance
  • Process and surveillance of Customer Complaint and identify a potential problem and source of Solution
  • Surveillance of return orders within the customer complaint process, replacement of goods, and all documentation/certificates related to the orders, i.e. orders confirmation, invoices, credit notes
  • Monitor consignment stocks
  • Proactively support account manager informing and reporting on delivery status, bottlenecks, credit conditions so remedial actions can be taken in good time
  • Act as a central information point for the customer and build a good relationship
  • Identify any customer trends/buying patterns and account manager
  • For customers classified as Export additional activities of liaison with banks and forwarders, preparing, checking, and sending documentation
  • Comply with DSM values, “People, Planet, Profit”, HR policies, minimum requirements, and Guidelines
  • Surveillance of customers’ specific requirements on systems support in close collaboration with responsible Account
  • Adhere to segregation of duties and SHE guidelines


  • In possession of a Bachelor’s degree with 3 years of relevant working experience
  • Experienced in the OTC process and in handling customer portfolio’s
  • Fluent in English and Dutch, with at least 1 additional European language
  • Customer-focused and an excellent planner/organizer
  • Curious with an open attitude and a team player
  • Familiar with working with SAP and with MS Office applications

For more information, contact:

Apply now

Start your future

Apply now