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APL (Netherlands) - Manager Outbound Customer Service & Documentation



We are looking for a Manager Outbound Customer Service & Documentation, who’s responsibility it is to ensure customers receive best-in-class customer service, by leading a well-trained, sufficiently staffed and customer focused customer service department.

Some of the key duties and accountabilities are :

  • Follow-up a wide range of service request from internal and external customers
  • Compliance updates
  • Run, analyse and interpreter divers reports
  • Ability to perform all tasks that are performed by the CSRs in the team
  • Ensure timely and complete billing of additional charges
  • Manage issues related Customs and the Antwerp Harbor Master
  • Monitor eDispute and disputed invoice handling
  • Make joint sales calls with an account manager, suggest customer focused process improvements
  • Recruit new staff and ensure proper training
  • Provide continuous effective feedback to the team
  • Timely and effective PMP review
  • Identify and implement (internal and external) process improvements


  • Preferably Bachelor degree (HBO) with a few years relevant experience, or MBO degree with minimally 5 years of relevant experience.
  • Ability to deal with time pressure and peaks in work load (delegation)
  • Dedication to personal learning and development
  • Strong interpersonal skills
  • Logic approach to problem solving
  • Advanced English
  • Excellent Dutch communication skills
  • Profound knowledge of shipping and documentation
  • Customer focus: dedicated to meet the requirements of internal and external customers
  • Ability to deal with difficult customers while remaining friendly, patient and courteous
  • Ability to absorb and remember a lot of (customer specific) information and requirements
  • Ability to deal with time pressure and peaks in work load (delegation)

Interested? Please send your CV and cover letter by clicking down below. Please be aware that you must master the Dutch language, if that is not the case then you will not be found suitable. At the same time you must be allowed to work and live in the EU.


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