The Human Link Between Customers and Operations – Meet Kim Bijlsma from Customer Service

Anyone at Bos Logistics who encounters a problem knows exactly where to go: to Kim. With eleven years of experience, a passion for the business, and an unstoppable work ethic, she is the rock of the Customer Service department. “I see myself as the final stop where the customer can always turn to for help.”

From file review to the hub of the operation

Kim began her career at Bos Logistics in Schiphol in the File Review department. Her keen eye and proactive attitude quickly stood out. An internal transfer followed, but due to organizational changes, her role was temporarily reversed. “I went from being part of a team of four to suddenly being the only one. As you can imagine, that was just a bit too ambitious.” Nevertheless, she later successfully returned to the Customer Service department, where she plays an indispensable role today.

The driving force behind Customer Service

What exactly does her work entail? “We’re actually, in a positive sense, the organization’s drain,” says Kim with a wink. “When things don’t run quite smoothly due to circumstances, they end up with us.” From registration issues and missing references to delays or failed shipments: Kim and her colleagues investigate and resolve them. “We’re the point of contact for the customer, but also the bridge to planning, CSUM, and other departments. We make sure everyone knows where they stand.”

Digitization as a challenge and an opportunity

Bos Logistics is in the midst of a digital transformation, and Kim sees this every day. Customers have to get used to new ways of working, such as booking shipments themselves or using e-CMR. “We used to do everything for them, but now we’re increasingly saying: you can do this yourselves even faster and more easily.” That requires clear communication, patience, and sometimes a little discussion. “You want to help your customer, but you can also do that by helping them see the added value of self-service. That saves everyone time and effort and thus leads to greater efficiency. You’ve seen this in the consumer market for quite some time, and now it’s a reality for us too. And the only way forward is to keep pushing ahead and bring people along with the change.”

A team you can count on

Kim speaks proudly of her team. “We have girls who can take a punch, but also dish it out,” she says with a smile. Working with younger colleagues also brings innovation. “They come up with fresh ideas and know digital tools I haven’t heard of yet or am less familiar with. That keeps us sharp and makes us future-proof.”

No two days are the same

What gives her the most energy? “The variety. Every day is different. Even though the work looks the same on paper, something unexpected always pops up.” And then, of course, there’s the close bond with her colleagues. “To be honest, it wouldn’t be nearly as much fun without them. They really make the difference! But I think that’s always the case. The people you work with at a company make or break it.”

A bit of everything

Kim is a true all-rounder. Reception, facilities, file review, customer service—she’s done it all. “Some jokingly call me the Bos encyclopedia,” she says. “Whether it’s arranging a plumber, a cake, or a container issue: I’ll take care of it.”

Loyalty and the long term

Kim always puts the customer first. “Of course, you can try to squeeze every last penny out of a one-time shipment, but that doesn’t get you anywhere. I’d rather build a long-term relationship.” That attitude makes her a favorite among customers, who sometimes even ask specifically for her when they switch to another company. “That’s really rewarding.”

Spare time & future plans

In her free time, Kim likes to relax: “I do kickboxing once a week—just a good workout to clear my head. Other than that, I go out for drinks or dinner with friends and my husband, and above all, I spend a lot of time with family. I’m really a family person, so that keeps me balanced too.”

Since the birth of her twins, Kim has been working part-time. “Right now, I’m just Kim from Customer Service. Once they start school, I’ll see what’s next.” What does she want then? She doesn’t know yet. “I need to be able to grow, otherwise I’ll get bored. But for now, this is fine. And my family is my future—and that, of course, is a very good plan,” Kim concludes with a happy tone.