Customer Service | Order Fulfillment Representative ROCKSTAR

THE NO-NONSENSE SUMMARY: This posi­tion is intend­ed for seri­ous, hard-work­ing pro­fes­sion­als who are look­ing to be part of a multi­na­tion­al growth orga­ni­za­tion. Report­ing to the Cus­tomer Ser­vice Man­ag­er, you will be the first point of con­tact for cus­tomers. Your respon­si­bil­i­ties will include pro­cess­ing and plan­ning orders, pro­vid­ing ship­ping rates, han­dling com­plaints, arrang­ing deliv­er­ies, and invoic­ing Order Ful­fill­ment ser­vices, from the moment of receiv­ing the order until the moment of invoicing.

DESIRED OUTCOMES

• Time­ly and effi­cient Order Ful­fill­ment order han­dling & cus­tomer management
• Inde­pen­dent­ly sup­port cus­tomers by pro­vid­ing up-to-date, and prof­itable rates for avail­able ship­ping options
• Pre­pare and process month­ly and ad-hoc Order Ful­fill­ment ser­vice invoic­es with atten­tion to detail

CANDIDATE COMPETENCIES | Can­di­date is able to:

• Inde­pen­dent­ly and proac­tive­ly deter­mine and keep track of stock lev­els and order schedules.
• Proac­tive­ly, effi­cient­ly & effec­tive­ly plan & keep track of Order Ful­fill­ment ship­ments, inquiries, and stock levels.
• Cre­ate and fol­low writ­ten work instruc­tions and work repeat­ed­ly with check­lists to com­plete reg­u­lar tasks.
• Act as com­pe­tent back­up for all NL Cus­tomer Ser­vice Representatives.
• Proac­tive­ly, effi­cient­ly & effec­tive­ly com­mu­ni­cate in Eng­lish with all stakeholders.

JOB DESCRIPTION:

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.

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 30% of your time)

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

Exam­ples of activities:

• Answer­ing the phone and reply­ing to cus­tomer inquiries
• Tak­ing own­er­ship of Order Ful­fill­ment email and answer­ing inquiries
• Han­dling cus­tomer com­plaints — mak­ing them feel “loved”

2. Order Ful­fill­ment Order Pro­cess­ing (about 50% of your time)

We are grow­ing our Order Ful­fill­ment cus­tomer base so this part of your respon­si­bil­i­ties can also grow and change in the next year. Your job will be to process the incom­ing orders and assure that the ware­house has accu­rate infor­ma­tion to dis­patch the order in a time­ly man­ner and are han­dled 100% error-free. 

Exam­ples of activities:

• Pro­cess­ing orders through CAPLINQ back­end system
• Send­ing Order Confirmations
• Com­mu­ni­cat­ing out­bound orders with the Warehouse
• Main­tain­ing cor­rect inven­to­ry lev­els in the CAPLINQ System
• Plan­ning best deliv­ery dates
• Track­ing Orders and Ship­ments and inform­ing cus­tomers about any delays
• Mak­ing sure that all the infor­ma­tion in the CAPLINQ sys­tem is cor­rect and up to date

3. Pro­vid­ing up-to-date ship­ping rates (about 10% of the time)

We can­not suc­ceed with­out prof­itable inbound and out­bound ship­ping ser­vices. Based on cus­tomer inquiries your job will be to check up-to-date ship­ping rates and pro­vide cus­tomers with cor­rect and prof­itable prices.

Exam­ples of activities:

• Reply­ing to cus­tomer inquiries for ship­ping rates in a time­ly manner
• Com­mu­ni­cate with forwarders
• Updat­ing ship­ping rates in the CAPLINQ System

4. Admin­is­ter and invoice Order Ful­fill­ment ser­vices (about 10% of the time)

As being respon­si­ble for pro­vid­ing cor­rect rates and ship­ping charges, as well as pro­cess­ing the orders for our Order Ful­fill­ment ser­vices we also need you to take own­er­ship of invoic­ing these ser­vices with atten­tion to detail.

Exam­ples of activities:

• Pre­pare month­ly Order Ful­fill­ment ser­vice invoic­es in Excel and Caplinq system
• Mon­i­tor and record pro­vid­ed ser­vices to be invoiced
• Com­mu­ni­cate with cus­tomers and for­warders in case of discrepancies
• File ship­ping doc­u­ments in an orga­nized way

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 – In this posi­tion it is imper­a­tive to min­i­mize mis­takes by pay­ing atten­tion to detail. Hint! Don’t for­get to read the last paragraph 😉
3. Orga­nized — We want a per­son who is super-orga­nized, man­ages their time well, and has good obser­va­tion skills.
4. Data-dri­ven – Our cul­ture encour­ages and rewards deci­sions that are made with data as opposed to senior­i­ty, intu­ition or per­son­al experience.
5. Con­tin­u­ous Improve­ment – Peo­ple and process­es can always get bet­ter. We’re look­ing for some­one who ques­tions every process to see if there’s no room for improvement.
6. 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.

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 Google Workspace
• 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 a good challenge
• 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 pri­or skills, but they sure come in handy around here.

• Cus­tomer Ser­vice Expe­ri­ence: If you already know how to effec­tive­ly talk to cus­tomers, we can focus on oth­er aspects of training.
• 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:

• 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.