Customer Service & Process Administrator Rockstar

  • Full Time
  • Heemskerk
  • This posi­tion has been filled

Web­site caplinq CAPLINQ Europe BV

THE ROLE
Yes, you read that right – we’re look­ing for a ROCKSTAR. The title may sound a lit­tle wacky, but it’s real­ly quite true. We’re look­ing for that spe­cial some­one that has not one, but two unique skills – amaz­ing cus­tomer ser­vice skills plus the atten­tion-to-detail-get-it done men­tal­i­ty of a process admin­is­tra­tor.

As a fast-grow­ing multi­na­tion­al, I’m not ashamed to admit we’re start­ing to come apart at the seams. Our prod­ucts and ser­vices have found a sweet-spot in the mar­ket, and now we’re strug­gling to main­tain the high lev­el of cus­tomer ser­vice that we want to give to our cus­tomers. At the same time, the process­es that served us well for years are get­ting strained and we need to bring in fresh blood with fresh ideas to help us get them to the next lev­el.

Do you describe your­self as a proac­tive, super-orga­nized, enthu­si­as­tic, cus­tomer-ori­ent­ed rock­star that loves bring­ing your atten­tion to detail to the process at hand? Then I encour­age you to read on. If on the oth­er hand, you’re already exhaust­ed read­ing this, I rec­om­mend you take a nap and check out anoth­er job post.

So, what will you be doing?
The posi­tion and respon­si­bil­i­ty will grow along with you. As a small, but grow­ing com­pa­ny, the role will be excit­ing for you if you like work­ing in a small team and hav­ing a lot of free­dom to define your roles and respon­si­bil­i­ties. No two days will like­ly be the same.

Broad­ly speak­ing, we cur­rent­ly have four major areas that have been iden­ti­fied by man­age­ment as pri­or­i­ties for the com­ing fis­cal year.

1. Cus­tomer Ser­vice (about 25% of your time)

In our busi­ness we have two dif­fer­ent kinds of cus­tomers. We have the cus­tomers that want to buy the prod­ucts we offer, but also have busi­ness cus­tomers who want to make use of the ser­vices we offer. We get phone calls and emails and you will often be the first point of con­tact to both kinds of cus­tomers.

Exam­ples of activ­i­ties:

  • Answer­ing the phone and reply­ing to cus­tomer inquiries by email
  • Pro­cess­ing cus­tomer orders
  • Accept­ing and giv­ing pack­ages to our FedEx, UPS, DHL and oth­er couri­ers
  • Wel­com­ing guests and cus­tomers into the office

2. Plan­ning and logis­tics coor­di­na­tor (about 25% of your time)

We have ware­hous­es in Cana­da, Chi­na and a few in the Nether­lands. We always have deliv­er­ies com­ing and going, and even reg­u­lar deliv­er­ies of large 40ft con­tain­ers full of prod­ucts. Your job here will be to coor­di­nate the deliv­er­ies and see if you can opti­mize them in a way that keeps a cer­tain min­i­mum stock while reduc­ing over­all deliv­ery costs.

Exam­ples of activ­i­ties:

  • Plac­ing Pur­chase Orders with ven­dors to fill cus­tomer orders
  • Man­ag­ing the inven­to­ry and keep­ing the cor­rect lev­el of stock of prod­ucts
  • Work with our plan­ning depart­ment to opti­mize con­tain­er ship­ments
  • Send­ing out con­tain­er plan­ning reports to our cus­tomers

3. Inside Sales Admin­is­tra­tor (about 25% of your time)

We get leads and inquiries from all over, and your role is to ensure that all the infor­ma­tion is all in one place and up to date. Fur­ther­more, this list needs to be reviewed month­ly and updat­ed as new infor­ma­tion becomes avail­able.

Exam­ples of activ­i­ties:

  • Update inquiries into our Cus­tomer Rela­tion­ship Man­age­ment (CRM) tools
  • Review the list reg­u­lar­ly and send updates to cus­tomers
  • Update and admin­is­ter the month­ly sales report we send to our sup­pli­ers
  • Update price lists and prod­uct avail­abil­i­ty data

4. Project Coor­di­na­tor (about 25% of your time)

There’s a lot that doesn’t real­ly fit into any of the cat­e­gories above. Some activ­i­ties are not reg­u­lar at all, so we would just ask you to jump in and help when need­ed.

Exam­ples of activ­i­ties:

  • The EU Gen­er­al Data Pro­tec­tion Reg­u­la­tion (GDPR) is com­ing, what do we need to do to get ready?
  • A cus­tomer just got a box that was total­ly squished on deliv­ery, how could that have hap­pened?
  • Our inter­com­pa­ny phone sys­tems need to be updat­ed, what’s the best solu­tion for our office?
  • FedEx just charged us duty, but shouldn’t have. Who’s going to take this up with them?

Desired Skills and Expe­ri­ence

What mind­set do you require?
Skills can be learned. Mind­sets, though they can be learned too, are more often a part of who you are. We val­ue the mind­set at least if not more than either expe­ri­ence or hard skills.

  1. Curios­i­ty – We want a per­son who is curi­ous, and rarely sat­is­fied with the first answer. If you find some­thing that doesn’t agree with what you already think, then we want some­one who wants to know why.
  2. Atten­tion to Detail– We want a per­son who is orga­nized, man­ages their time well, and has good obser­va­tion skills. Hint! Don’t for­get to read the last para­graph 😉
  3. Orga­nized Coor­di­na­tor – Project coor­di­na­tion is at the core of the func­tion. We need some­one who can pull togeth­er all the miss­ing pieces and make sure we keep the project mov­ing for­ward
  4. Data-dri­ven – Our cul­ture encour­ages and rewards deci­sions that are made with data as opposed to senior­i­ty, intu­ition or per­son­al expe­ri­ence.
  5. Courage – Boss­es make mis­takes and col­leagues aren’t always fair. That’s life. We’re look­ing for some­one who may be afraid to con­front these issues, but does it any­ways.
  6. Con­tin­u­ous Improve­ment – Peo­ple and process­es can always get bet­ter. We’re look­ing for some­one who ques­tions every process to see if there’s not room for improve­ment.

What skills do you NOT need?
Before we list the skills you do need, it is impor­tant that you know what we skills or expe­ri­ence we do NOT require:

  1. Prod­uct knowl­edge: You do not need to know any­thing about any of the prod­ucts we sell, nor any of the ser­vices we pro­vide. All will be taught on the job.
  2. Logis­tics expe­ri­ence: You do not need to know any­thing about logis­tics, ware­hous­ing or trans­port. Again, you will learn it all on the job.
  3. Lots of work expe­ri­ence: This is meant to be an entry-lev­el posi­tion where you will learn “knowl­edge” on the job. What we can’t teach – and val­ue enor­mous­ly is some­one that is orga­nized, ana­lyt­i­cal, curi­ous, ded­i­cat­ed and shows a high lev­el of “stick-to-it-ness”. There’s always a bet­ter way, how do we get to it?
  4. Dutch: Hon­est­ly, we speak Dutch in the office, but to the out­side world, it’s all Eng­lish.

What skills do you require?

We don’t even have any hard skills that are required. The ide­al can­di­date would be one who:

  • Asks ques­tions, then asks more ques­tions, then asks even more ques­tions
  • Is very orga­nized, and likes to have a place for every­thing and every­thing in its place
  • Is very com­put­er lit­er­ate and very famil­iar with Word, Excel and Pow­er­point
  • Is a Google pow­er-user, for­ev­er ask­ing Google ques­tions for answers he/she doesn’t know
  • Very good spo­ken and writ­ten Eng­lish (at least 7/10)
  • Is opti­mistic, ener­getic and loves to smile
  • Pays atten­tion to detail. The very last para­graph of this job vacan­cy has very impor­tant infor­ma­tion. Be sure you read it twice before apply­ing.

Skills not required, but that get bonus points (any of them count):

The job we have in mind may not require these skills, but they sure come in handy around here.

  1. Speak Chi­nese: We have a lot of Chi­nese cus­tomers and sup­pli­ers. They all speak Eng­lish pret­ty well, but if we could speak to them in Chi­nese it’d be even bet­ter.
  2. Fast Typ­ing Skills: There is a lot of com­put­er typ­ing required, so if you can type quick­ly it would real­ly make the job a lot eas­i­er.

There is no need to send your CV unless it looks awe­some and you want to impress us with how it looks. Oth­er­wise, we will use your LinkedIn pro­file (bet­ter make sure it is com­plete!). 

Instead, can­di­dates wish­ing to apply are request­ed to send an email to hr@caplinq.com that includes:

  1. A link to your LinkedIn pro­file (not a CV)
  2. A one-page, per­son­al cov­er let­ter

Let me repeat that last part in a dif­fer­ent way… We are look­ing for peo­ple who stand out from the crowd with a well-writ­ten, enthu­si­as­tic one-page let­ter telling us why this posi­tion speaks to you and what you could bring to the team.

If all you do is send a CV (we told you not to), and no cov­er let­ter your appli­ca­tion will be dis­card­ed with­out even being read.

About Chris Perabo

Chris is an energetic and enthusiastic engineer and entrepreneur. He is always interested in taking highly technical subjects and distilling these to their essence so that even the layman can understand. He loves to get into the technical details of an issue and then understand how it can be useful for specific customers and applications. Chris is currently the Director of Business Development at CAPLINQ.