Client Services Specialist EMEA

Cold Chain Technologies supports the global pharmaceutical and life science industries delivering lifesaving temperature controlled shipments. Our uniquely innovative containers maintain the cold chain, preventing shipments being spoiled or delayed, and delivering temperature sensitive products to patients on time and to help save lives.

To support our ongoing growth, we are looking for a Client Service Specialist on a one year fixed term contract to join our EMEA team. This person would be based at our Haarlem office, with the possibility of hybrid working by agreement.

The Client Service Specialist (CSS) is responsible for delivering high-quality, day-to-day operational service to customers across the EMEA region. Acting as the primary operational contact for assigned accounts, the role ensures accurate order management, responsive customer support, strong internal coordination, and data integrity to provide a consistent and positive client experience.

The Client Service Specialist works in close partnership with Account Managers and internal teams to support customer satisfaction and retention through service excellence.

Key Responsibilities

Customer Support & Relationship Management

• Deliver exceptional service by supporting customers, distributors, and internal stakeholders
• Respond to customer inquiries in a timely and professional manner regarding products, orders, deliveries, and approved pricing information
• Investigate and resolve customer issues related to orders, pricing discrepancies, and service matters
• Build strong internal relationships by collaborating with Account Management, Operations, Finance, and other key stakeholders to support client needs

• Partner with Account Managers to ensure alignment on customer priorities, service status, and follow-up actions, to ensure a seamless customer experience

• Identify and flag customer dissatisfaction or service risks to Account Management

Order Management

• Process customer transactions, including orders, acknowledgements, returns, and new account setups
• Ensure order accuracy and completeness in line with established processes
• Attend daily order management calls with internal teams to align on order status, priorities, exceptions and upcoming shipments
• Communicate relevant order updates or exceptions to customers and internal stakeholders as needed

Systems & Data Accuracy

• Maintain accurate ERP records by updating customer account data, contact information, notes, and approved pricing details
• Ensure data accuracy to support effective order-to-invoice workflows
• Perform initial intake of inbound inquiries and requests, routing them to the appropriate internal teams when required
• Follow defined SOPs, work instructions, and compliance requirements

Continuous Improvement

• Identify operational improvement opportunities within client service processes
• Recommend enhancements to improve efficiency, accuracy, and customer experience
• Participate in team initiatives, process improvement projects, and training activities
• Promote a culture of accountability, continuous improvement, and service excellence

Qualifications & Requirements

• 2+ years of experience in customer service, client operations, or a similar role within an international environment
• Strong customer service mindset with excellent attention to detail and follow-up
• Clear and professional written and verbal communication skills in English; additional languages are a plus
• Strong organizational skills with the ability to manage multiple priorities
• Proficiency in MS Office (Outlook, Word, Excel)
• Experience working with ERP systems
• Bachelor’s degree preferred

Please note that we can only accept applications from people who have employment rights in the Netherlands.

Cold Chain Technologies is committed to Equal Opportunities in employment and service delivery. The policies and practices of the Company aim to promote an environment that is free from all forms of unlawful and unfair discrimination and values the diversity of all people.