Customer Support

• Handle incoming customer requests through email, chat, phone, and ticketing channels
• Comply with Service Level Agreements (SLAs)
• Analyze user issues and diagnose common functional anomalies
• Guide customers step-by-step toward fast and effective resolutions
• Document and escalate complex technical incidents and feature requests to Product and L2 Support teams
• Reproduce bugs and provide detailed incident context
• Contribute field feedback to the software roadmap
• Maintain customer files and ticket lifecycles in Intercom FinAI
• Enrich the internal knowledge base and external help-center FAQs
• Work closely with Rosanne de Wit as the primary customer contact

Customer Support Specialist

• Manage the end-to-end sample lifecycle, including receiving, processing, sorting, storing, and distributing testing samples to relevant laboratories
• Receive, manage, and sort incoming samples
• Update and manage sample information in the eLims system
• Inspect and transfer samples to the appropriate testing team
• Organize, store, and preserve samples according to company regulations and client requirements
• Liaise with Customer Service regarding sample status, Test Request Forms, sample receipt, and client inquiries or complaints
• Comply with document and sample management regulations
• Follow safety, 5S, and sample preservation guidelines
• Perform other tasks assigned by superiors

Login-out/Sample Management Staff – Customer Service – Hardline

• Serve as the primary point of contact for Dutch customers needing HERO support
• Answer customer questions and resolve product, workflow, and integration issues, including Exact, SnelStart, and 2BA
• Onboard new Dutch customers and help them reach value quickly
• Manage complex cases requiring personal attention, clear communication, and cross-team coordination
• Use customer insights and operational data to identify friction points and prioritize improvements
• Collaborate with the central Customer Experience team to improve help content, chatbot flows, onboarding materials, and support processes for the Dutch market
• Help establish effective customer experience processes as HERO grows in the Netherlands

Founding Customer Experience Manager

• Fungeren als belangrijkste aanspreekpunt voor klanten in België en een hoog serviceniveau waarborgen
• Verwerken en beheren van klantorders van begin tot eind
• Coördineren van leveringen en afstemmen met logistiek en supply chain
• Zorgdragen dat producten tijdig, volledig en met correcte documentatie geleverd worden
• Verwerken van prijzen, bonusafrekeningen en klantafspraken in ERP-systemen
• Proactief signaleren en oplossen van klantvraagstukken
• Samenwerken met interne teams zoals Sales, Supply Chain en Finance
• Voldoen aan interne en externe controlevereisten
• Opbouwen van sterke klantrelaties en verhogen van klanttevredenheid
• Rapporteren aan de Customer Service Team Lead Benelux

Customer Service Representative

• Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions
• Oversee daily customer service operations, ensuring inquiries and order-related issues are managed accurately, efficiently, and professionally
• Set clear team objectives and provide regular feedback, coaching, and support
• Monitor service levels, workload, productivity, quality, and other relevant performance indicators
• Manage workforce planning and resource allocation
• Create an inclusive, collaborative, and customer-focused team culture
• Act as the primary escalation point for complex or sensitive customer service matters
• Collaborate with Sales, Finance, Warehouse Operations, and Technical Support
• Identify opportunities to improve processes, service delivery, and the end-to-end customer journey
• Communicate operational updates, priorities, risks, and performance insights to stakeholders
• Ensure activities comply with internal procedures, quality standards, and applicable policies

Customer Service Manager

• Handle customer questions through the ticket system, phone, and chat
• Explain how customers can best solve their issues
• Advise customers on products and features that match their needs
• Participate in team stand-up meetings and review previous-day results
• Collaborate with colleagues to solve customer challenges
• Act as a link with product specialists
• Translate customer needs into concrete product and process improvements

Customer Support Agent

• Own a defined portfolio of Food Assurance and Healthcare Assurance clients as their primary commercial point of contact
• Manage client relationships remotely through check-in calls, video meetings and business reviews
• Understand certification roadmaps and anticipate client needs
• Collaborate with technical services, scheduling and operations to resolve issues and protect client experience
• Manage renewals, recertification cycles, multi-site expansion and cross-selling
• Handle client complaints and commercial disputes
• Prepare, issue and follow up quotations and proposals for certification, audit, training and advisory services
• Qualify inbound requests and convert them into signed agreements
• Follow up on offers, negotiate within approved pricing frameworks and escalate exceptions
• Process orders and contracts accurately before handover to scheduling and operations
• Maintain CRM records, opportunities and pipeline with high data hygiene
• Track order status, outcomes, renewal dates and revenue forecasts
• Report portfolio performance, conversion rates and at-risk accounts to the Commercial Director
• Contribute to monthly commercial reporting and KPI reviews
• Identify cross-selling opportunities between Food Assurance and Healthcare Assurance
• Support marketing campaigns, webinars and industry events with lead follow-up
• Share market intelligence and best practices with the commercial organization

Food Safety Certification Customer Service Manager

• Strategisch partner en aanspreekpunt zijn voor Duitstalige recreatieondernemers in de DACH-markt
• Klanten reactief en proactief adviseren en informeren over nieuwe functies, updates en mogelijkheden
• Interactieve trainingen en webinars voor gebruikers verzorgen en organiseren
• Complexe vraagstukken beantwoorden en fungeren als inhoudelijk aanspreekpunt
• Klantfeedback verzamelen en vertalen naar Product- en Engineeringteams
• Onboarding begeleiden en langdurige klantrelaties opbouwen
• Nauw samenwerken met Development, Sales en Marketing

• Own a defined portfolio of Food Assurance and Healthcare Assurance clients as their primary commercial point of contact
• Manage client relationships remotely through check-in calls, video meetings and business reviews
• Understand clients' certification roadmaps and anticipate their needs
• Coordinate with technical services, scheduling and operations to resolve issues and secure delivery dates
• Safeguard and grow the installed base through renewals, recertification, multi-site expansion and cross-selling
• Handle client complaints and commercial disputes
• Prepare, issue and follow up quotations and proposals for certification, audit, training and advisory services
• Qualify inbound requests and convert them into signed agreements
• Follow up on offers, negotiate within approved pricing frameworks and escalate exceptions
• Process orders and contracts accurately before handover to scheduling and operations
• Proactively manage renewals and multi-year certification cycles
• Meet or exceed quotation turnaround, conversion and revenue targets
• Maintain client records, opportunities and pipeline in the CRM
• Track order status, win/loss outcomes, renewal dates and revenue forecasts
• Report portfolio performance, conversion rates and at-risk accounts to the Commercial Director
• Contribute to monthly commercial reporting and KPI reviews
• Identify and pursue cross-selling opportunities between Food Assurance and Healthcare Assurance portfolios
• Support marketing campaigns, webinars and industry events with lead follow-up
• Share market intelligence and best practices with the commercial organization and wider sales team