DHL Freight is part of the world’s leading logistics company, providing high-quality road freight services across Europe. The Eindhoven branch plays a key role in managing and coordinating international transport flows. With a strong focus on customer satisfaction, teamwork, and continuous improvement, DHL Freight Eindhoven offers a dynamic and professional working environment within a truly global network.
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Your Role
As a Customer Service Agent, you’ll be the essential link between our customers and internal operations. You’ll take full ownership of customer enquiries, issues, and feedback, Ensuring timely and accurate resolution while keeping the customer informed. This is a key role in shaping the customer experience and contributing to continuous service improvement.
You will report directly to the Customer Service Supervisor and work closely with cross-functional teams to meet and exceed customer expectations.
What You’ll Be Doing
Customer Service Responsibilities:
Handle customer enquiries and complaints via phone, email, live chat, or in person.
Collaborate with operational teams locally and abroad to resolve delivery and service issues.
Provide clear and timely updates to customers on issue resolution.
Conduct NPA (Net Promoter Approach) calls and help drive improvement initiatives.
Ensure compliance with relevant regulations and internal standards.
Where applicable, identify and add revenue opportunities based on cost reports.
Additional Responsibilities:
Create and share customer-specific reports and analysis.
Coordinate milestone checks and transport chain feedback.
Support new customer onboarding and Monthly Business Reviews.
Process ad hoc and spot pricing requests.
Prepare and maintain customer SOPs.
Actively contribute to cross-functional projects and improvement efforts.
Working Conditions
Frequent use of a computer screen may cause strain on eyes and posture.
Occasional high-pressure situations to meet deadlines.
Based in Eindhoven or Houten, with potential travel to other DHL locations or customer sites.
Your Experience
Minimum 1 year in a Customer Service role, preferably in a logistics or service-driven environment.
Key Competencies
Customer Focus
Communication Skills
Teamwork & Social Skills
Problem Solving
Analytical Thinking
Process Improvement
Conflict Resolution
Ready to make a difference for our customers and drive excellence in service delivery?Apply today and become part of a team that puts the customer at the heart of everything we do.
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What You Bring
Knowledge & Skills:
HBO level education or equivalent working and thinking level.
Proficiency in Microsoft Office tools.
Fluency in Dutch and English (written and spoken).
Strong analytical and problem-solving abilities.
Excellent communication and relationship-building skills.
Attention to detail and quality orientation.
Ability to work independently and switch between tactical and strategic tasks.
Understanding of relevant standards and legislation (e.g., ISO 9001/14001, ARBO, ADR).
Arbeidsvoorwaarden
What We Offer
A dynamic and supportive work environment.
Opportunities for personal and professional growth.
The chance to make a real impact on customer satisfaction.
A competitive salary package and benefits.