Customer Service Systems & Process Analyst Amsterdam • More Recruitment

Vacature in het kort

Volledige vacaturetekst

We are seeking a Customer Service Process and Systems SME to support the EMEA Customer Service organization within a leading global provider of innovative solutions in the life sciences sector. The company develops and delivers advanced technologies and products that enable scientific research and healthcare breakthroughs worldwide. This role is an exciting opportunity to drive operational excellence and enhance customer satisfaction by transforming customer service into a strategic, value-creating function. You will leverage data-driven insights and process improvements to meet evolving customer needs and support growth in a fast-paced, dynamic environment.

• Lead and execute process improvement initiatives across customer service operations, focusing on system integration, order-to-cash workflows, automation, reporting, and analytics.
• Serve as the voice of the customer service function in cross-functional and global projects, ensuring alignment with organizational goals and customer needs.
• Develop, implement, and maintain training programs and documentation to ensure process adherence and continuous skill development within the team.
• Monitor and analyze key performance indicators (KPIs) to measure success and identify opportunities for improvement.
• Support the deployment and enhancement of technology solutions related to order management and customer interaction platforms.
• Manage quality assurance processes, including audit preparation and compliance with industry standards such as ISO and SOX.
• Mentor team members on best practices in process design, change management, and data-driven decision-making.

• Bachelor’s or Master’s degree in Business Administration or a related field preferred.
• Proven experience (2+ years) in customer service, supply chain, or process improvement roles within international and multicultural environments.
• Strong analytical and problem-solving skills, with the ability to interpret data and transform insights into actionable process improvements.
• Proficiency with business management and CRM software (e.g., SAP, Oracle, Salesforce, PeopleSoft, Power BI).
• Exceptional communication and stakeholder management skills, capable of influencing leaders and working collaboratively across departments.
• Ability to prioritize multiple complex initiatives, manage ambiguity, and adapt quickly to changing conditions.
• Demonstrated integrity, sound judgment, and a proactive approach to challenges and decision-making.
• Fluency in English and/or additional relevant languages for the EMEA region.

This position offers an exciting opportunity to lead meaningful customer service transformation in a global setting. You will have the chance to apply your analytical expertise and process improvement skills to drive impactful change, while working with a diverse and collaborative team committed to operational excellence and customer success. The role comes with a market-conform salary competitive with your experience, along with opportunities for professional growth and development within a dynamic, innovative organization.