Customer Service Representative

Customer Supply Representative

The Customer Supply Representative (CSR) is the primary contact to Nexperia's customers to ensure excellent levels of supply assurance, increasing both customer loyalty and sales potential. The role is responsible for handling and coordinating customer inquiries in the area of ordering, demand forecasting, shipping, billing issues, and complaints. The CSR is dedicated to a specific portfolio of (one or more) customers and responsible to develop a strong customer relationship. This is your new job:

1. Process customer orders in SAP and ensure compliance and controls including terms and conditions, allowed ship dates, and order change windows
2. Provide customers with prompt, early and accurate information regarding status of orders, supply, issues, and complaints
3. Pursue the customer for increased order coverage where gaps exist compared to lead-time, forecast or contract data
4. Resolve customer complaint, return and invoice query requirements by clarifying customer's complaint
5. Understanding customer demands, supply capabilities, and coordinating activities to meet customer demands, including regular production, new products and end of life
6. Develop and implement strategies to best meet customer demands including strategies and processes like collaborative forecasting, consignment- and JIT programs
7. Drive regular customer logistics review meetings and provide regular service updates. Prepare relevant material to facilitate discussion on performance, order coverage, lead-time review and forecast
8. Pull-forward of mismatched delivery commitments, and promotion of product availability
9. Analyze service performance from logistics data, NPS, customer KPIs and other customer feedbacks. Define and implement continuous improvement actions

This is you:

• Business related university or college degree
• Ideally minimum 3 years of experience in high-end customer service, supply chain & logistics or sales are preferred, ideally within the Automotive industry
• Advanced Excel knowledge and analytical skills, SAP (other ERP system) knowledge
• Knowledge of supply chain processes
• Demonstrated experience with SAP platforms, including a solid understanding of core modules and workflows
• Ability to leverage SAP tools to optimize business processes and drive operational efficiency
• Fluent in both written and spoken English, with the ability to communicate complex ideas clearly and professionally across diverse teams and stakeholders
• Fluency in a second language (e.g. German) is an advantage
• A relentless focus on understanding and exceeding customer expectations
• Proven ability to anticipate needs, resolve issues proactively, and deliver exceptional service experiences
• Skilled in building rapport, fostering collaboration, and navigating cross-functional environments
• Able to tailor messaging to different audiences and influence outcomes through clear, empathetic communication

D&I Statement

As an equal-opportunity employer, Nexperia values diversity not just because it is the right thing to do but because diverse teams perform better. We are dedicated to being inclusive, and a proof point of this dedication is that we were the main partner of the very first Dutch Paralympic Team NL House during the Paris 2024 Paralympic Games. Our recruitment process is inclusive and accessible to all, and we consider all applicants fairly, as well as providing a safe work environment and reasonable adjustments where requested.

In addition, we offer our colleagues the possibility to join employee resource groups such as the Pride Network Group or global and local Women's groups. Nexperia is committed to increasing women in management positions to 30% by 2030.