Customer Service Representative

As a Customer Service Representative (B2B), you play a vital role within our Customer Service team and work closely with the Customer Service Manager to deliver outstanding service to our B2B customers. In this hands-on position, you are responsible for the daily execution of customer service activities and actively contribute to building a high-quality, reliable, and increasingly proactive service experience.

You are the first point of contact for our customers and a trusted partner in their day-to-day operations. With your service-minded attitude and eye for detail, you ensure that questions, issues, and requests are handled accurately, professionally, and in line with agreed service standards. By keeping customers informed and anticipating their needs, you help strengthen long-term customer relationships and support the continued growth of our organization.

About Wispex

Founded in 1995 as a family business, Wispex specializes in handling customs clearances and transit documents for a wide range of clients. With a dedicated team of experienced customs brokers, transit specialists, and support staff, we ensure the timely and professional processing of various customs declarations in the Netherlands, Belgium, Germany, and the United Kingdom.

As an active member of Fenex, we stay up to date with the latest customs developments and continuously adapt our processes accordingly. Our rapidly growing client base includes both small and large, nationally and internationally renowned logistics service providers, importers, and exporters.

Our Culture

While we are not physically involved in the logistics process, we fully understand the importance of our services within the supply chain. Our “24/7 mentality” ensures that our clients’ transport flows smoothly around the clock. Our fast-expanding customer base ranges from small to large national and international logistics providers, importers, and exporters. You will play a key role within this client group and within our organization. As our customer base grows, so does our company, creating plenty of room for your own ideas and contributions.

We work in a B2B environment where speed, accuracy, reliability, and clear communication are essential. As our customer base grows, so does our organization. This creates room for initiative, improvement, and ownership.

Your Role as Customer Service Representative

You manage inbound and outbound customer communication via phone and email and support the smooth processing of customs-related activities. You work closely with Operations and follow established processes and priorities, while contributing ideas to improve service quality and efficiency.

Your role is execution-focused, with room to contribute ideas and improvements that support the team’s professionalisation and growth.

Key responsibilities

• Act as the primary point of contact for customers regarding customs documentation, shipments, and ongoing cases, ensuring accurate and timely handling of inquiries

• Process, verify, and maintain customs-related data and documentation in Portbase and internal systems, ensuring complete and up-to-date administration

• Proactively inform customers about case statuses, potential issues, and required actions, and follow up on open cases to prevent delays

• Coordinate closely with Operations and other internal teams to resolve issues efficiently and ensure smooth case handovers

• Identify and escalate deviations, risks, and recurring issues to the Customer Service Manager

• Work in accordance with defined KPIs and service standards, while actively identifying opportunities to improve processes, systems, and customer communication

• Contribute to a professional, customer-focused team culture and support continuous service improvement

What do you bring to the table?

• MBO-level education

• Experience in customer service; logistics or customs experience is a plus

• Strong English communication skills; Dutch and/or German is an advantage

• Accurate, structured, and solution-oriented

• Independent, proactive, and ownership-driven

• Solution-oriented mindset and comfort with both reactive and proactive customer contact

• Able to work independently while knowing when to involve colleagues or escalate
  
  

What do we offer?

• Competitive salary

• 8% holiday allowance and pension scheme

• Training and development opportunities

• A clearly defined role in a growing B2B organization where service quality directly impacts customer success

• A dynamic, international work environment

• Modern office in Rijswijk, easily accessible by public transport

How to apply

Interested in this position? Apply via the button below by uploading your  CV and motivation letter. Your contact person for this vacancy is Kiron Zaal. We will get in touch with you as soon as possible.