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.
- 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.
- 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 😉
- 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
- Data-driven – Our culture encourages and rewards decisions that are made with data as opposed to seniority, intuition or personal experience.
- 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.
- 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:
- 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.
- Logistics experience: You do not need to know anything about logistics, warehousing or transport. Again, you will learn it all on the job.
- 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?
- 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.
- 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.
- 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 firstname.lastname@example.org that includes:
- A link to your LinkedIn profile (not a CV)
- 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.