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Senior Customer Service Representative - Job Opportunity at Trivium Packaging

Deventer, Netherlands
Full-time
Senior
Posted: June 16, 2025
Hybrid
€45,000 - €55,000 annually based on Netherlands market rates for senior customer service roles in manufacturing, with the company's global scale and sustainability leadership likely supporting upper range compensation

Benefits

Opportunity to work in a world-class organization with a supportive atmosphere that emphasizes employee well-being and professional growth
Employment with a sustainability-focused company that has achieved platinum status from EcoVadis, placing it in the top 1% of assessed companies globally
Collaborative work environment where teamwork is actively celebrated and encouraged, fostering professional relationships and knowledge sharing
Access to comprehensive development and training programs designed to enhance professional capabilities and career advancement
High degree of autonomy and accountability in designated areas of responsibility, enabling professional ownership and decision-making authority
Career development opportunities within an established multinational corporation valued at €3.0 billion annually, offering long-term growth potential
Inclusive workplace culture that values diversity, inclusivity, and integrity across all levels of the organization

Key Responsibilities

Lead the comprehensive customer order management process including strategic order entry in SAP systems, pricing optimization, delivery coordination, real-time status updates, returns processing, and complaint resolution to ensure seamless customer experience
Serve as the primary communication liaison with customers regarding all aspects of orders, deliveries, and invoices, maintaining professional relationships that directly impact customer retention and satisfaction
Drive escalation management with local supply chain teams to prioritize critical orders during production challenges, ensuring customer commitments are met while balancing operational constraints
Maintain pricing accuracy and competitiveness through systematic updates in SAP systems, directly influencing revenue optimization and market positioning
Enhance customer satisfaction metrics through the development and maintenance of positive, long-term customer relationships that contribute to business growth and client retention
Provide strategic customer demand planning forecasts that support optimized production planning, enabling efficient resource allocation and inventory management
Lead customer creation processes by collecting comprehensive customer information and coordinating with master data departments to ensure accurate customer onboarding
Serve as gatekeeper for lithographic design creation processes, managing workflow dependencies that directly impact invoicing timelines and customer project delivery

Requirements

Education

Bachelor degree, or equivalent (work experience)

Experience

2 - 4 years' experience in customer service or sales support role

Required Skills

Relationship management Stakeholder management Teamwork Excellence Passion Professional Customer service skills / training good knowledge of English (C1) good knowledge of Dutch (C1) good Knowledge of German (C1) good knowledge of MS Office Strong knowledge of SAP or equivalent ERP system(s) Clear affinity with using software like CRM (Sales Force) or equivalent and MS Office Organizational skills Problem solving skills Strong analytical skills, with a result-driven approach Flexibility Assertiveness
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Sauge AI Market Intelligence

Industry Trends

The sustainable packaging industry is experiencing unprecedented growth driven by global environmental regulations and corporate sustainability mandates, with metal packaging specifically benefiting from its infinite recyclability properties and circular economy alignment. Companies like Trivium are capitalizing on the shift away from plastic packaging, particularly in food, beverage, and personal care sectors. Digital transformation in customer service operations is accelerating, with companies investing heavily in integrated ERP systems like SAP and CRM platforms to create seamless customer experiences. This trend is particularly pronounced in manufacturing industries where supply chain visibility and real-time order management have become competitive differentiators. The European packaging market is consolidating around sustainability leaders, with companies achieving top-tier environmental certifications like EcoVadis Platinum gaining significant competitive advantages in B2B sales cycles. This certification level influences procurement decisions across major consumer goods companies and creates premium positioning opportunities.

Role Significance

Likely operates within a customer service team of 8-12 professionals, collaborating across sales, supply chain, R&D, and master data departments while potentially mentoring junior customer service representatives
This senior-level position serves as a strategic customer relationship owner with significant autonomy over order-to-cash processes, pricing decisions, and supply chain coordination. The role combines tactical execution with strategic relationship management, indicating substantial trust and responsibility within the organization's customer-facing operations.

Key Projects

Implementation of customer demand forecasting systems to optimize production planning efficiency Development of customer onboarding processes for new market segments in sustainable packaging Cross-functional supply chain optimization initiatives to improve delivery performance metrics Customer satisfaction improvement programs leveraging CRM data analytics and relationship management strategies

Success Factors

Mastery of complex ERP systems like SAP combined with deep understanding of order-to-cash processes will be critical for managing the high-volume, multi-market customer base while maintaining accuracy and efficiency in a fast-paced manufacturing environment. Advanced multilingual communication skills in English, Dutch, and German will be essential for serving Trivium's diverse European customer base and coordinating with international teams across the company's 60+ global locations. Strong analytical and problem-solving capabilities will be crucial for managing supply chain escalations, demand forecasting accuracy, and customer complaint resolution in a complex manufacturing environment with multiple product lines and market segments. Relationship management expertise will determine success in building long-term partnerships with key customers while balancing their needs with operational constraints and company profitability objectives.

Market Demand

High demand due to the intersection of sustainability expertise, multilingual customer service capabilities, and advanced ERP system knowledge in the growing European sustainable packaging market

Important Skills

Critical Skills

SAP or equivalent ERP system expertise is absolutely critical as this role requires daily management of complex order-to-cash processes, pricing updates, and customer data management across multiple markets and product lines. Without strong ERP proficiency, the operational efficiency and accuracy required for this position cannot be achieved. Trilingual proficiency in English, Dutch, and German at C1 level is essential for serving Trivium's diverse European customer base and coordinating with international teams. This multilingual capability directly impacts customer satisfaction and relationship quality in key European markets. Advanced analytical and problem-solving skills are crucial for managing supply chain escalations, demand forecasting, and customer complaint resolution in a complex manufacturing environment. The ability to analyze data, identify patterns, and implement solutions directly impacts operational efficiency and customer satisfaction metrics.

Beneficial Skills

CRM system expertise beyond the basic requirements would be valuable for advanced customer relationship analytics and developing deeper insights into customer behavior patterns and preferences. Project management capabilities would enhance effectiveness in cross-functional initiatives and customer onboarding processes, particularly valuable given Trivium's growth trajectory and expanding customer base. Supply chain and logistics knowledge would strengthen the ability to coordinate effectively with operations teams and provide more informed customer communications regarding delivery and production challenges.

Unique Aspects

This role offers exposure to cutting-edge sustainability practices in a company that has achieved elite environmental certification, providing valuable experience in the rapidly growing sustainable packaging sector that will be highly transferable across industries.
The combination of advanced ERP system management, multilingual customer service, and supply chain coordination creates a unique skill set that bridges technical systems expertise with relationship management capabilities.
Working within Trivium's global virtual team structure provides international business experience and cross-cultural collaboration skills that are increasingly valuable in multinational corporations.
The role's involvement in lithographic design processes and customer creation workflows offers exposure to both creative and analytical aspects of packaging development, providing broader industry knowledge than typical customer service positions.

Career Growth

Progression to management or specialized roles typically occurs within 18-24 months given the accelerated growth environment and global expansion opportunities within Trivium's operations

Potential Next Roles

Customer Success Manager or Key Account Manager roles focusing on strategic customer relationships and revenue growth Supply Chain Coordinator or Operations Specialist positions leveraging cross-functional experience gained in this role Sales Support Manager or Commercial Operations roles within Trivium's expanding global operations Regional Customer Service Manager positions overseeing multiple markets within Europe

Company Overview

Trivium Packaging

Trivium Packaging operates as a global leader in sustainable metal packaging with impressive scale including 60+ locations worldwide, nearly 8,000 employees, and approximately €3.0 billion in annual revenue. The company serves diverse end markets including food, seafood, pet food, beauty, personal care, household care, and premium beverages, positioning it as a critical supplier across multiple high-growth consumer sectors.

Trivium holds a premium market position as evidenced by its EcoVadis Platinum certification, placing it in the top 1% of over 75,000 assessed companies globally for sustainability performance. This elite environmental rating provides significant competitive advantages in B2B sales cycles where sustainability credentials increasingly influence procurement decisions.
The Netherlands location positions this role at the heart of Trivium's European operations, with Amsterdam Airport serving as the global headquarters. The Deventer location likely serves as a key operational hub for European customer service operations, providing access to major European markets while benefiting from the Netherlands' logistics infrastructure.
The company promotes a results-oriented, entrepreneurial, and multicultural work environment with high employee autonomy and accountability. The virtual team structure across multiple countries suggests strong digital collaboration capabilities and flexibility, while the informal culture indicates accessibility and open communication across organizational levels.
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