Senior Customer Operations Specialist
Are you ready to drive operational excellence at one of the world's largest dairy cooperatives? Join us as Senior Customer Operations Specialist and take the lead in transforming our automated processes to deliver better nutrition for the world while reducing customer effort
The Senior Customer Operations Specialist plays a strategic role in driving continuous improvement and customer-centric service delivery across a highly automated and complex supply chain environment. Operating within a functional team setup, this role focuses primarily on identifying, leading, and implementing initiatives that enhance service quality, streamline processes, and reduce customer effort.With deep expertise in end-to-end processes and system integrations, the Senior Specialist operates across multiple supply chains with varying lead times and service models. Approximately 80% of their time is dedicated to continuous improvement (CI), project coordination, and change management, while maintaining oversight of critical operational flows.
Key contributions of this role include:
- Leading CI initiatives that simplify processes, reduce manual interventions, and improve system reliability. Resulting in faster resolution times and lower customer effort.
- Managing medium complex projects and contributing to larger cross-functional programs that increase customer satisfaction and operational efficiency.
- Coordinating and executing end-to-end regression testing during system upgrades or changes to ensure process continuity and minimize service disruptions.
- Monitoring automated order, delivery, and invoicing flows (EDI, web portals, robotic processes) and driving structural improvements based on root cause analysis.
- Acting as a key liaison between Customer Operations, IT, and supply chain teams to align on system enhancements that directly benefit the customer experience.
- Providing expert support in handling complex customer and logistics inquiries, ensuring clear communication and proactive issue resolution.
You identify inefficiencies, lead optimization initiatives, and collaborate closely with IT and supply chain partners to bring new solutions to life.
You oversee automated order, delivery, and invoicing flows—detecting deviations, performing root cause analysis, and implementing structural improvements that reduce customer effort. You coordinate and execute end‑to‑end regression testing during system upgrades to safeguard business continuity and minimize disruptions.
In this role, you serve as a senior point of contact for complex customer or logistics inquiries, ensuring proactive and clear communication. You translate system and supply chain data into actionable insights, and you contribute to a high‑performing team environment by supporting colleagues, sharing best practices, and strengthening cross‑functional alignment.
- experience
- skills
- Bachelor + 8 years experience, Master + 5years experience
- Knowledge of Supply Chain within the FMCG (preferable experience within Customer Care, Sales Support, Logistics, Demand planning or something comparable)
- Experience within SAP+SALESFORCE are a plus
- Customer centric thinking (besides Customer Care/Sales support it can also be hospitality or somethting similar.)
- Familiarity with complex system landscapes, including ERP systems, customer integration platforms, and digital tools that support end-to-end order-to-cash processes.
- Good in Dutch and English, written and spoken: French a pre: big plus for Belgium market
- Once every two months, there is: One Saturday shift, which is slightly more than half a day (typically shorter than a full day), and One on-call duty during the same week.
- qualifications
HBO,WO
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