Service & Support Officer

Service & Support Officer

EuroSort 's-Graveland

What is required?

  • MBO+ level of education and thinking
  • Strong computer skills and proficiency in Office (Word, Excel, Outlook)
  • Excellent command of both the Dutch and English language, both spoken and written
  • Customer- and service-oriented attitude
  • Effective communication skills and assertiveness
  • Affinity with and interest in technology

What will you get?

  • €2,500 - €3,500 gross per month (depending on knowledge and experience) based on a 40-hour workweek
  • 32 to 40-hour workweek
  • 30 vacation days based on full-time employment
  • Opportunity for education, training, and courses.
  • Work-from-home options, bonus scheme, and pension plan
  • Daily fresh fruit, Friday afternoon drinks, and monthly communal lunch

What will you do?

  • 25% Managing service offerings and orders in the ERP system
  • 20% Maintaining Service-CRM
  • 20% Verifying critical orders for major accounts
  • 15% Reading and responding to emails
  • 10% Initiating improvement actions
  • 10% Supporting the Head of the Back-office team in delegation

This vacancy has been created based on interviews with employees to help you get a realistic preview of the job.

Vacancy

Acquisition in response to this vacancy is not desired. Typically, we fill vacancies internally, and in exceptional cases, we collaborate with preferred suppliers.

As a Service & Support Officer at EuroSort, you are responsible for ensuring customer satisfaction by efficiently handling service requests, managing support processes and resolving technical issues to promote sustainable customer relationships. Additionally, in collaboration with the Project Work Preparator, you ensure that critical service orders are delivered correctly and on time. You will also maintain the CRM system regarding contact details, indexing, and customer invoicing.

Furthermore, you are responsible for creating, managing and following up on service offers and/or orders via the ERP system. You systematically monitor service and support orders for major accounts and are involved in critical orders physically inspected before leaving the EuroSort premises. You also monitor and manage open calls and orders, taking action if orders and calls escalate.

You respond promptly and professionally to customer service requests, following up on notifications in the mailbox. Moreover, you support the Technical Specialist and/or Service Planner in emergency assignments related to malfunctions. Handling complaints and resolving service-related matters are also within your responsibilities, as well as corresponding with (international) customers. You actively contribute to improving (work) processes and lead small (internal) projects in collaboration with other departments. Finally, you assist the Planner and the Technical Specialist in ordering spare parts to ensure timely delivery for service visits and/or service projects. Additionally, you provide support to the Head of Back Office in selected tasks that can be delegated (permanently/temporarily).

You will become part of the Service Back Office team, which currently consists of an S&S Assistant, an S&S Officer, and the Head of Service.

If you enjoy performing detailed work, collaborate effectively and don't mind quickly adapting to various situations, then this is the job for you.

Working week

Service & Support Officer

On a pleasant working day, there are challenges that bring satisfaction with good results. Additionally, there is time to have a chat with colleagues.

On a less enjoyable working day, you may strongly sense the dependency on other departments. Unfortunately, work pressure, deadlines, and hectic days can hinder collaboration between departments.

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Firsthand experience

A customer has contacted the Manager of the department to review an ongoing contract and make some changes to certain terms. The Head of the team is currently unavailable, so the request comes directly to you. What do you do?

You ensure that all relevant details are discussed and review the new version of the contract. You not only focus on the mentioned changes but also take an overall look. You adjust the coverage of hotline services and modify the tickets for billing/indexing. A good understanding of this tool and its reminder functionality is crucial to avoid issues with timely invoicing. Modify the number of visits and adjust the payment terms. Critical thinking is essential to avoid potential errors. Do not expect everything to go smoothly. You understand the available tools and utilize them effectively. If none of these tools meet your needs, seek an appropriate solution.

Growth

EuroSort considers personal development essential. Therefore, there are plenty of opportunities to attend workshops, training sessions, and courses. Currently, EuroSort is in the process of developing a training policy to give more tangible form to these opportunities.

Service & Support Officer

Working at EuroSort

EuroSort B.V. is specialised in the development and assembly of high volume sorting systems for various applications. Think of order processing, returns, counting and sorting by size, colour, type of products, e-commerce and cross docking. The company was founded in 2001 and believes in qualitative simplicity. Therefore, the sorting solutions are always simple, robust and made of high quality materials and components. This combination creates a system that optimises the work process and makes it more efficient, saves valuable floor space and improves and increases productivity.

  • Founded in 2001
  • Headquarters in 's-Graveland
  • Globally active, branches in the Netherlands, Spain and North America
  • 180 employees
  • Average age 45 years
  • Hybrid working in office positions
  • Safety workwear is mandatory in the warehouse and is provided by EuroSort

Colleagues

Sjoerd van Schie - Mechanical Installation Coordinator

Why did you decide to work for this company?
I already worked freelance for this company as an installation supervisor and was asked to do the coordination. It is a young dynamic company that is active worldwide: as a mechanic this gave me the opportunity to travel while working. In this way I gained some nice experiences and now I supervise the installations.

What was your previous job?
Freelance mechanic/assembly supervisor, elevator mechanic and animal caretaker.

What do you do in your spare time?
Fishing.

Wiebe de Jong - Manager TECH

Why did you decide to work for this company?
I started as an intern (Engineer) when the company only had a few employees (almost nineteen years ago). The type of company has always given me opportunities to develop and grow in the organization. It has never been boring as the company and product continues to evolve. The company is always open to new ideas.

What did you study?
Mechanical engineering.

What do you do in your spare time?
Hockey, Formula 1, enjoy drinks on a terrace and play sports.

Andre Meulman - PLC Software Engineer, Control department

Why did you decide to work for this company?
With a predilection for technology, I have always been looking for a working environment in which I have to deal with multiple techniques. At EuroSort, various systems come together in the control of the sorting installations. From controlling various sensors, actuators, motors and servo drives, to communication between different systems, such as servers, HMI and cameras.

What was your previous job?
PLC Software Engineer IA.

What do you do in your spare time?
In my spare time I enjoy doing water sports or hiking.

Marco Vonk - Purchaser

Why did you decide to work for this company?
I started in 2011 as an Engineer at EuroSort. In addition, I did project-related purchases. Due to the dynamic growth of EuroSort, I have gradually started to concentrate and professionalize myself more in the field of purchasing. Partly because the organization feels great, from which we get satisfaction together, this is a huge stimulus to develop myself further and to keep the enthusiasm high. This is an advantage of EuroSort for me!

Interesting job?