Customer Service - Sr. Customer Solutions Specialist

Tilburg | Full-time | Aerospace
Are you strong in customer relationship management, able to maintain a clear overview in a dynamic technical environment, and always looking for opportunities to make processes smarter and more effective? Then we are looking for you.
For our Customer Solutions team in Tilburg, we are looking for a Senior Customer Solutions Specialist. In this role, you will be an important link between our customers and various departments across the organization, including Operations, Engineering, Quality, Logistics and Business Development.
You will not only ensure excellent service to our customers. We are specifically looking for someone who looks beyond day-to-day operations. Someone who identifies recurring challenges, critically reviews existing processes and works with colleagues to implement meaningful improvements.
What will you do?
As Senior Customer Solutions Specialist, you will manage and coordinate a wide range of customer-related matters, ensuring that customer commitments and internal priorities remain aligned.
Your responsibilities will include:

Acting as a key point of contact for assigned customers and building and maintaining strong, professional customer relationships.
Coordinating customer requests and priorities with Operations, Engineering, Quality, Logistics and Business Development.
Proactively monitoring orders, progress, lead times and customer commitments, identifying potential risks or delays at an early stage.
Managing complex customer inquiries, escalations and complaints, and coordinating appropriate solutions.
Managing and coordinating RFQs, quotations and commercial customer requests.
Working closely with Business Development and other stakeholders on pricing, quotations and contractual agreements, as well as customer solutions and commercial arrangements.
Analyzing customer forecasts, operational information and customer feedback, and translating these into concrete actions for the organization.
Preparing and analyzing reports on topics such as order intake, forecasts, order progress and turnaround times.
Supporting internal and external audits and ensuring that the required information and documentation are available.
Acting as a subject matter expert for colleagues within Customer Solutions, providing support and coaching and sharing knowledge where needed.
Acting as back-up for the Senior Customer Solutions Manager when required.

You also help us improve every day
This senior role goes beyond managing customers and orders.
We are looking for someone who takes a critical look at how we work today and actively contributes to the further development of Customer Solutions.
You will:

identify recurring customer issues, bottlenecks and process inefficiencies;
analyze where problems originate and look beyond short-term solutions;
initiate and support continuous improvement initiatives within Customer Solutions;
help further standardize and improve processes, procedures, work instructions and templates;
collaborate with other departments to make the entire process, from customer request to delivery, more efficient;
use data, trends and customer feedback to propose concrete improvements;
support system and process improvements and help successfully implement new ways of working.

In short: you do not just solve problems; you help prevent the same problems from happening again.
What do you bring?
For this senior position, we are looking for someone who can work independently, takes ownership and feels comfortable in an environment where customer needs, technology and operations come together.
You bring:

A completed bachelor's degree, for example in Business Administration, Engineering or Commercial Management.
At least 5 years of relevant professional experience in Customer Service, Customer Solutions, Account Management, Sales Support or a comparable customer-focused role.
Experience coordinating complex customer matters and working across multiple departments.
Experience with, or a strong affinity for, process improvement and continuous improvement.
Strong analytical and problem-solving skills.
The ability to take ownership independently and manage multiple priorities simultaneously.
Strong stakeholder management skills and the ability to bring together people and departments with different interests and priorities.
Excellent written and spoken English.
Strong digital skills, including Microsoft Office, and preferably experience with ERP and/or CRM systems.

Nice to have
It is an advantage if you have experience with:

Aerospace, Aviation, MRO or another technical or highly regulated industry.
RFQs, quotations, contracts and commercial processes.
ERP and CRM systems and operational reporting.
Lean, continuous improvement or structured problem-solving methodologies.
Coaching or providing subject matter guidance to colleagues and acting as a go-to person when colleagues need support in finding appropriate solutions to complex challenges.

Who are you?
You are customer-focused, but you are also confident enough to challenge the status quo. You can quickly switch between an urgent customer request, an operational challenge and a structural process improvement.
You do not wait for someone else to solve a problem. You take ownership, bring the right colleagues together and make sure actions are followed through.
At the same time, you look beyond today's solution. When the same problem occurs more than once, you want to understand why. You identify the root cause, propose practical improvements and help ensure those improvements are actually implemented.
This makes you not only an experienced and trusted point of contact for our customers, but also an important sparring partner for the Customer Solutions team and the wider organization.
For you, great customer service is not only about solving today's challenges. It is about improving the way we work tomorrow.