Summary

Work experience

• Senior Customer Services

  Atlantic Logistics B.V.

  2022.01-Current

  (4 years)

  Manage the full order-to-delivery cycle for key European and Asian accounts, ensuring accurate order entry, inventory alignment, and on-time shipment execution. Act as the main operational contact for clients, providing timely updates, resolving delivery issues, and ensuring full visibility on order and shipment status. Coordinate closely with warehouse, transport, and finance teams to maintain data accuracy and achieve consistent OTIF performance. Monitor order fulfilment and service performance, identifying root causes of delays or discrepancies and implementing corrective actions. Share regular stock and shipment reports with clients to support demand planning and strengthen collaboration. Review and validate client debit and credit notes in accordance with company policies and internal controls. Support ERP/TMS process improvements, driving efficiency, data transparency, and user adoption among internal teams and clients. Key Achievements: Improved order accuracy and reduced exception handling time by 20% through system optimisation and proactive issue management. Increased customer satisfaction through transparent communication and continuous performance reviews. Contributed to higher service reliability and smoother cross-functional collaboration between logistics and commercial teams.
• Junior Customer Services

  European Customs Consult B.V.

  2020.12-2021.12

  (a year)

  Coordinated international air and ocean freight operations, ensuring compliance with customs and trade regulations while maintaining high service standards. Served as the primary customer contact, managing inquiries, service requests, and escalations with a focus on timely and effective resolution. Collaborated with brokers and internal operations teams to secure on-time shipment clearance and delivery in line with contractual SLAs. Ensured documentation accuracy and adherence to internal processes to support smooth customs clearance and audit readiness. Supported ERP/TMS integration and data management initiatives, improving shipment visibility and workflow efficiency. Provided shipment performance reports to clients, helping them track cargo progress and anticipate potential risks. Key Achievements: Strengthened client trust by reducing response times and improving communication flow. Enhanced shipment visibility and reduced documentation errors through system optimisation and process training. Supported multiple key clients in maintaining uninterrupted cross-border operations during peak periods.
• Customer Relationship Management Specialist

  Bonded Services B.V.

  2020.04-2020.10

  (7 months)

  Managed customer relationships by providing proactive shipment updates and ensuring service quality across logistics operations. Supported order fulfilment and demand planning to align logistics capacity with customer needs and timelines. Analysed shipment performance and customer feedback to identify process improvement opportunities. Collaborated with internal teams to resolve service issues and ensure continuous improvement in customer experience. Maintained accurate records of client interactions, contributing to data-driven decision-making in service delivery. Key Achievements: Improved client retention through consistent communication and problem-solving support. Streamlined customer feedback handling, reducing escalation rates and improving satisfaction levels. Gained foundational experience in supply chain communication and order coordination, leading to promotion to senior logistics roles.

Educational experience

• Rotterdam University of Applied Science, the Netherlands

  International Supply Chain Management

  2018.09-2020.02

  (a year)
• Hebei University of Economics and Business, China

  Logistics Management, Finance.

  2014.09-2018.06

  (4 years)