For nearly 17 years, John van Elgen has been a familiar face at Liquin, where he’s a Customer Service Representative at Botlek Terminal, specifically responsible for ethanol clients. John is 56 years old and has more than earned his stripes in the customer service profession. He’s worked in the field since his 20s and still finds new challenges every day. “The dynamics and the variation in the work keep me on my toes,” he says. With his knowledge, experience and client-focused attitude, he’s an indispensable link at Liquin.
Starting the day: client contact and planning
John begins each working day by going through the activities that have taken place both night and day. “Our market runs 24 hours a day, seven days a week,” he explains. “When I get in in the morning, the first thing I do is look at what’s happened in the meantime.” Has everything been carried out on time according to planning? Have there been delays? These checks are crucial for progress, particularly for ethanol, a product governed by strict regulations and where every detail has to be correct.
As well as these checks, John handles day-to-day contact with clients. Liquin’s ethanol clients are mainly major international players, dealers and distributors who trade in chemical products. John ensures that all client requirements and orders are processed smoothly.
“I’m the first point of contact for our clients. Their questions, concerns and desires all come to me. It’s my job to make sure that everything is correctly registered in our system so that the process runs smoothly.”
A varied role with responsibility
Customer service at Liquin is about much more than just inputting orders. John has a varied role: he’s responsible for administrative processing, monitoring progress and advising internal and external clients. “We call it ‘order to cash’. I input the orders, but I also check if everything’s possible and keep the client posted,” he says. Ethanol also involves strict compliance with customs regulations. “Like many of the products we store, ethanol is excisable which means that it has to be carefully checked by customs. This has to do with the large sums involved in this trade.” Liquin has a highly skilled customs team that oversees this process efficiently, ensuring that clients are completely free from any concerns. As a result, customers can trust that all customs formalities are handled correctly and smoothly.
John explains that his work demands precision. An error in administration can lead to delays and major costs. “I work closely with our planning and operational teams. If I make a mistake, it can disrupt the entire chain. That’s why it’s important to check everything properly. And of course, to inform the client honestly and in advance.”
The challenges and complexity of customer service
John describes his work as challenging and complex, mainly because he deals with various parties. “We work with shipping a lot, which means that we’re dependent on the planning of ships and other external factors. It can suddenly happen that a ship arrives later than planned and then I have to react quickly to ensure that everything still runs according to plan,” he explains.
Ethanol clients are often large international companies, but smaller distributors also regularly turn to Liquin. This diversity requires flexibility and adaptability. John: “Every client has their own planning and clients often sell ethanol to one another. That can sometimes be a ‘maze’ in terms of planning.”
Collaboration and atmosphere at Liquin
Team spirit is important to John. He works together with a group of 15 Customer Service Representatives focused on different products. “We work together closely and share knowledge with each other. Particularly with ethanol, which can be complicated, it helps to discuss things together,” he says. To the question about how he experiences the atmosphere at the company, he replies: “It’s an open, transparent environment. You can contact everyone here easily, from your immediate colleagues to senior management. We have an informal, Rotterdam-style work atmosphere. It works very nicely.”
Alongside his direct colleagues, John works a lot with the planning department and the operational teams. He also maintains regular contact with the customs department which monitors compliance with regulations governing storage and transport of ethanol.
“Collaboration with other departments is crucial,” he emphasises. “Everyone has their own role, but we really need each other to ensure the process runs properly.”
Loyalty and pride
After nearly 17 years at Liquin, John is still proud of his work and his contribution to the company’s success . He talks about how he enjoys sharing knowledge with his younger colleagues. “I may be one of the senior people in the department, but that offers the opportunity to share my experience. I like guiding new colleagues and helping them find their way in the job. It’s important to help each other because we’re all in it together.”
John gets satisfaction by achieving results and delivering high-quality service to clients. He values client focus and working proactively, he explains. “My aim is always to satisfy the client and prevent problems through good planning. That makes me feel proud and fulfilled,” he says. Despite the high pressure sometimes, he believes it’s important to continue performing his work with precision.
A service-oriented future
For John, it’s clear that he feels completely at home at Liquin. With his years of experience and commitment, he’s a valuable asset within the company. “It’s great to see how we as a team do our best every day to provide the best possible service to our clients,” he says.
“I’m proud of what I do here and look forward to what the future brings. It’s a job where you learn something new each day. That keeps the work interesting and challenging.”