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analyze this cv and job description and notes and answer the questions
CV
CONTACT
<PRESIDIO_ANONYMIZED_PHONE_NUMBER>
<PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
SKILLS
SAP Sales & Distribution
Oracle E-Business Suite
SalesForce.com
MS Office
Order Processing
Data Maintenance
Customer Relationship
Management
Account Management
LANGUAGES
Czech (Native)
English (Fluent)
German (Fluent)
Dutch (Fluent)
Spanish (Fluent)
EDUCATION
2006 – 2010
Masaryk University Brno, CZ
Master Dutch/Flemish
Language and Literature
2006 – 2007
Leiden University, NL
Erasmus Dutch/Flemish
Language and Literature
2003 – 2006
Masaryk University Brno, CZ
Bachelor German Language
and Literature
IVA VAN NIEUWENHUIZEN
Multilingual customer service professional
WORK EXPERIENCE
Cepheid (Spain) 2024 - Present
B2B Order Management Specialist DACH & Iberia
Order management OTC, credits & returns, customer
communication, service coordination
Keysight Technologies (Spain) 2022 - 2024
B2B Customer Service DACH
Order management, credits & returns, customer communication,
repair & calibration tracking
Nexeo Plastics (Spain)
Customer Solutions Team Lead 2021 – 2022
Team coordination, training & onboarding, service improvement
First point of contact for other internal departments
Escalations, approvals, reporting
B2B Customer Service DACH 2018 – 2021
Order management OTC, credits & returns, customer
communication, reporting, data management
Wolverine World Wide Europe Ltd. (UK)
B2B Customer Service 2016 – 2017
Order management, credits & returns, customer communication,
reporting
Senior B2C Customer Service 2016 – 2016
Team coordination, coaching and training, service improvement,
escalations, interdepartmental cooperation
B2C Customer Service 2012 – 2015
Customer communication, order management, product returns,
billing, product information
Intercall (UK) 2011 – 2012
Customer Service Rep
Customer communication, data management, troubleshooting
Moreton Smith (UK) 2010 – 2011
Credit Controller
Contacting debtors to ensure receipt of payments
Record keeping and reporting
Monsterboard.nl (CZ) 2009 – 2010
Customer Service Rep
Back office for recruiting agencies and jobseekers, data management,
reporting
job description
Customer Service Representative Dutch Speaking
Barcelona — SPAIN
HomeJoin our teamExplore opportunitiesCustomer Service Representative Dutch Speaking
Req ID
94513
Posted
May 13, 2025
Function
Customer Service
Location
Barcelona, B, ES, 08000
CUSTOMER SERVICES REPRESENTATIVE DUTCH SPEAKING
Location: Barcelona, Spain
The Customer Service Representative is the primary contact for customers, providing outstanding support and resolving inquiries with efficiency and professionalism. In this role, you will address a variety of customer needs, such as providing product information, troubleshooting issues, and managing service requests, all while ensuring clear and effective communication. Working closely with cross-functional teams, you’ll play a vital role in fostering customer satisfaction and loyalty by upholding service level agreements and company guidelines.
Your main focus:
Customer Interaction and Resolution: Act as the first point of contact for customer and commercial care, providing prompt and professional support across multiple communication channels (phone, email, chat, etc.).
Order Management: Handle all types of customer orders from placement to invoicing, ensuring accuracy and efficiency. Manage order rescheduling, back-order management, and invoicing (EDI, PDF, or mail).
Collaboration with Internal Teams: Work closely with Shared Service Center (SSC) Credit Management to address blocked orders, Planning and Logistics to meet requested delivery dates, and Transportation teams to track deliveries. Provide valuable order and volume insights to these departments.
Customer Communication: Deliver clear and accurate information to customers regarding orders, delivery statuses, invoices, product availability, pricing discrepancies, and claims. Maintain the company’s tone and customer experience standards while adapting to customer-specific needs.
Returns and Refusals: Manage returns and refusals, including analysis, approval coordination, and processing with the SSC.
Issue Resolution and Escalation: Troubleshoot and resolve customer issues efficiently, escalating complex cases to the CS Operations Manager when required.
Audit Support and Compliance: Provide support for daily, monthly, and yearly audit checks (e.g., OTC22, OTC50), ensuring compliance with company policies and standards.
Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time, but this is also what makes it exciting!
Key success measures for the Customer Services Representative include the following:
Operational Efficiency: Achieve high Fill Rate On Time (FROT) and Order Accuracy rates while ensuring timely delivery cycles and error-free order processing. Support revenue recognition reconciliations and provide accurate data in daily operational updates (DDS).
Customer Satisfaction: Maintain excellent Customer Satisfaction Scores (CSAT) through efficient, accurate, and professional customer service interactions.
Training and Development: Complete all required training programs and demonstrate ongoing professional growth and skill enhancement.
Process Adherence and Improvement: Strictly follow standard operating procedures (SOPs) and work instructions while contributing to continuous process improvements.
The Customer Services Representative will liaise with various stakeholders, such as:
BU CS Operations Manager
BU Sales representatives
BU Supply planning
Logistics & transportation
Customers
Master data analysts
SSC
YOU ARE A COTY FIT
You have strong problem solving skills and have the ability to think quickly & resolve issues effectively. As a Customer Services Representative, you get energy from working in a fast-paced, diverse, and challenging environment.
Other than that, we are looking for candidates who:
Have a high school diploma or equivalent (required)
Bachelors degree in a relevant field (preferred)
1-3 years experience in a customer service, support or call center role
Knowledge & technical understanding of SAP for Order Processing
Experience with CRM tools (e.g., Salesforce, Zendesk) will be a plus
Basic fluency/proficiency in English and proficient or native in Dutch
Good communication & interpersonal skills
Strong MS office skills, especially MS Excel
Multitasking ability, with excellent time management and organizational skills
OUR BENEFITS
As our Customer Services Representative, some of the benefits you will receive are:
Competitive remuneration and perks will be matched with your experience and knowledge.
Ticket restaurant (daily diet for meals)
Company products / Access to the company shop
Life and accident insurance
RECRUITMENT PROCESS
A screening call with the recruiters
A first online/in-person interview with hiring managers
A second interview (optionally)
Feedback, verbal offer
Hiring
ABOUT COTY
Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty!
For additional information about Coty Inc., please visit www.coty.com/your-career.
notes
Have you used SAP 4HANA (“Fourhana”)? Modul SD : I haven't yet transitioned to SAP 4HANA.
Have you managed order Entries in SAP? YES, All the transactions you mention I indeed use, M04, MMBE, VF01/2/3, VL03N, VK13, VA41/2/3...
What sort of changes did you modify in an order? Delivery date, materials, pricing, blocks, etc.= And yes, all those changes I do. Allocation, order texts...
How many orders do you manage daily? 1-20 aprox? In Cepheid the order load per day can be quite high, it could be 30, 40...
Do you use pivot tables? shedoesn't use pivot table
questions:
Candidate Information - Job related skills, experience, education and summary
Candidate Name: Iva Van Nieuwenhuizen
How did the candidate hear about the opportunity:
LinkedIn headhunt
What is your motivation for looking for a
new opportunity/ applying to Coty?
Education:
o
Previous/Current Company & Position & reason for leaving?
o
Overview of Candidates relevant experience to date:
o
Technical Skills:
o
Additional Screening Comments - relevance of Experience, Communication & Soft skills
1. Have you used SAP 4HANA (“Fourhana”)? Modul SD.
2. Have you managed order Entries in SAP? Yes
3. Could you please tell me any transaction in SAP? VA01 VA02 VA03 VA04 VA05 MM03, VF03.
4. What sort of changes did you modify in an order? Delivery date, materials, pricing, blocks, etc.
5. How many orders do you manage daily? 1-20 aprox
6. Do you use pivot tables?
ASSISTANT
Here’s the analysis and answers based on the CV, job description, notes, and questions provided:
---
**Candidate Information - Job related skills, experience, education and summary**
**Candidate Name:**
Iva Van Nieuwenhuizen
**How did the candidate hear about the opportunity:**
LinkedIn Headhunt
**What is your motivation for looking for a new opportunity/applying to Coty?**
(Not explicitly stated in the data provided. Likely motivated by career growth in customer service within a dynamic, international company such as Coty, as well as an opportunity to leverage multilingual skills and SAP experience in a new environment.)
---
**Education:**
- Master’s Degree in Dutch/Flemish Language and Literature (Masaryk University Brno)
- Erasmus program in Dutch/Flemish Language and Literature (Leiden University)
- Bachelor’s Degree in German Language and Literature (Masaryk University Brno)
---
**Previous/Current Company & Position & reason for leaving:**
- Currently at Cepheid (Spain) as B2B Order Management Specialist DACH & Iberia – handling order management OTC, credits & returns, customer communication, and service coordination (2024 - Present).
- Previous relevant roles include customer service and order management positions at Keysight Technologies, Nexeo Plastics (Team Lead), and Wolverine World Wide Europe Ltd.
- No explicit reason for leaving mentioned, but career progression toward more responsibility and leadership indicated.
---
**Overview of Candidate’s relevant experience to date:**
- Over 10 years of experience in B2B and B2C customer service roles across multiple countries (Spain, UK, Czech Republic).
- Extensive experience specifically in order management, handling credits and returns, customer communications, service coordination, reporting, and data management.
- Leadership experience as a Team Lead responsible for coordination, training, escalations, and service improvements.
- Multilingual professional fluent in Dutch, German, English, Spanish, and Czech, which matches the language requirement for the role.
- Strong background in managing customer relationships and supporting sales and logistics teams.
---
**Technical Skills:**
- SAP Sales & Distribution: Experience with order entries and transaction codes (VA01, VA02, VA03, VA04, VA05, MM03, VF01/2/3, VL03N, VK13, VA41/2/3). Has used SAP ECC but not yet SAP 4HANA.
- Oracle E-Business Suite
- Salesforce.com (CRM)
- MS Office: Noted strong skills, though pivot tables not used.
- General order processing, data maintenance, and customer relationship/account management.
---
**Additional Screening Comments - relevance of Experience, Communication & Soft skills:**
- Strong fit in terms of technical order management skills and multilingual communication ability, well aligned with Coty’s requirements for Dutch-speaking customer service representative.
- Experience handling a high volume of orders (30-40 daily) exceeds the typical 1-20 expected, which indicates capability to work under pressure.
- Has knowledge of SAP’s Sales & Distribution module and processes all relevant order modifications (delivery dates, materials, pricing, blocks).
- Does not currently use pivot tables, which might be a minor gap but could be learned quickly given MS Office experience.
- Communication skills appear strong, with international exposure and multilingual abilities enhancing soft skills and customer communication.
- Motivated and adaptable to fast-paced environments as required by Coty.
---
**Answers to screening questions:**
1. Have you used SAP 4HANA (“Fourhana”) Module SD?
- No, candidate has not yet transitioned to SAP 4HANA.
2. Have you managed order entries in SAP?
- Yes, candidate manages order entries regularly using several relevant transaction codes.
3. Could you tell me any transaction in SAP?
- VA01, VA02, VA03, VA04, VA05, MM03, VF01, VF02, VF03, VL03N, VK13, VA41, VA42, VA43.
4. What sort of changes did you modify in an order?
- Delivery date, materials, pricing, blocks, allocation, order texts.
5. How many orders do you manage daily?
- Approximately 30-40 orders daily at current role, which is above the approximate 1-20 range mentioned.
6. Do you use pivot tables?
- No, candidate does not currently use pivot tables.
---
**Summary:**
Iva Van Nieuwenhuizen is a highly suitable candidate for the Customer Service Representative Dutch Speaking role at Coty. Her extensive SAP order management experience, multilingual fluency, and customer service background are in strong alignment with the job description. The only minor areas to note are no experience with SAP 4HANA yet and no use of pivot tables, which can be addressed with training. Her ability to handle a high volume of orders and lead teams demonstrates strong operational capacity and leadership potential.
---
If you need, I can help draft a feedback or next step message for Iva!