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Customer Service Representative

Remote: 
Full Remote
Contract: 
Full time
Salary: 
10 - 10K yearly
Experience: 
Entry-level / graduate
Work from: 
Netherlands

Offer summary

Qualifications:

Experience in customer service, Knowledge of logistics and refund management, Ability to work with systems like SAP, Salesforce, Fluent in English and Dutch, Organized and structured personality.

Key responsabilities:

  • Act as the first contact for customers via multiple channels
  • Manage logistics and refunds for faulty products
  • Collaborate with B2C E-commerce team for growth
  • Align with stakeholders for optimal customer solutions
  • Improve customer journey processes and meet KPIs
stichd logo
stichd SME https://www.stichd.com/
501 - 1000 Employees
About stichd
We are a family of experts creating and designing a home for fashion essentials (bodywear, legwear, swimwear), fanwear (motorsport, football) and lifestyle for exceptional brands. Connecting design, sales, logistics, marketing, & e-com, we are Consciously Crafting Convenience for our customers and consumers. Across our three areas; essentials, fanwear and lifestyle we serve both B2B and B2C. From branded socks and underwear to fashionable swimwear and fanwear, we are proud to make products that are personal to you and to the world. At stichd we call them humble heroes. The first pieces you put on and the last you take off. Those pieces that make cheering for your favourite team and driver, that much more enjoyable. A member of the PUMA Group, stichd is a licensee with its HQ located in ‘s-Hertogenbosch, the Netherlands. In addition, stichd has a global presence with sales offices throughout Europe, the UK, in Mexico, in China and in Southeast Asia. The fanwear team is primarily situated in London. The company’s warehousing and logistics are located in Tilburg, Netherlands and via our service partners in Mexico, China and Malaysia. Employing over 750 people, the company’s current brand portfolio includes for our Essentials business: PUMA, Tommy Hilfiger, Levi’s, Head and Calvin Klein. For our Fanwear business: Ayrton Senna, BMW Motorsport, Formula 1, Formula E, Mercedes F1 Team, Williams Racing, Porsche Motorsport, Scuderia Ferrari F1 Team, Aston Martin F1 Team and Manchester City Football Club. And for our Lifestyle business: BMW Lifestyle. At stichd you have the opportunity to be part of a dynamic company, with unique insights into multiple global A-list brands. We are a collective of professionals with diverse personalities and backgrounds where integrity and expertise are balanced with humility. Passionate about our people, products, partners and planet we are dedicated to becoming more conscious of our impact. Always growing, moving and learning.
See more stichd offers

Job description

The Job

As a Customer Service Representative, you are part of a growing B2C Customer Support team in the world of online F1 & Official webshop of Manchester City. You are the direct link to our customers and aim for optimal customer satisfaction by offering a great service approach and pro-active attitude. You can contribute to the growth our B2C department and lift our customer service to the next level.

You are responsible for offering our customers the ultimate experience while buying merchandise from their favorite sports team. All this is done to ensure that the fans of the best F1/ Motorsport & Football teams will also become fans of our online stores.

Your Mission

  • Be the first point of contact for our customers worldwide and represent our stores with the best service via several contact channels: e-mail, phone, live chat, social media;
  • Logistics and refund management together with finance when customers have received faulty or incorrect goods;
  • Work together with the B2C E-commerce team to grow the business and maximize our service approach;
  • Align and agree with different stakeholders (logistics, returns, finance, carriers) to find your answers for the best customer solutions;
  • Help to improve processes to make the customer journey as efficient and easy as possible for both our customers and our B2C team; 
  • Working closely with colleagues in stadium store in Manchester.
  • Ensure that KPI’s and service levels are met;
  • Always be up to date: promotions, new products and upcoming marketing events.

Your Talent

  • Customer Service experience: you will be in direct contact with our customers;
  • Experience with logistics, return and refund management;
  • Work with different systems at the same time: eager to quickly make new systems your own, e.g. SAP, Salesforce Service Cloud;
  • Great communication skills: verbal and written;
  • Fluent English and Dutch
  • Organized / structured personality: work with different systems and stakeholders;
  • Be flexible, e.g. around peak periods and between different webshops;
  • Proactively focus on continuous improvement of processes;
  • Work independently – dare to search for answers in the company – but also as a team – we always share the same message to our customers;
  • Easy to shift between different tasks and questions;
  • Affinity with sports would be an advantage.
  • Available for at least 32 hours
     

This role is based in Den Bosch, the Netherlands. Working remotely from other countries is not possible.

To be considered for this position, you must be legally authorized to work in the Netherlands without the need for a work permit.

We Offer

  • Our salaries are based on 38 hours per week, but fulltime work is 40 hours per week. Instead, you choose between a lot of holidays; 40 per year ór choose for a 40-hour salary per month with still 28 holidays. You can switch every six months;
  • Annual bonus scheme;
  • New hires (introduction) days with all new colleagues from all our global offices;
  • Great offer of e-learnings and a training offer for personal development;
  • Enough free fruit for you daily vitamins;
  • Provided lunch for low cost;
  • Choose between lease-bike, NS Business Card or travel by car for € 0,23 per km (>10km).
  •  8% holiday allowance, employee insurances and a good pension scheme;
  • Employee discount on the PUMA, Levi’s, Fuelforfans and BMW Lifestyle websites;
  • Hybrid working. On fulltime basis 3 days in the office and 2 days at home (incl. allowance for home working);
  • Flexible working hours, modern workspace and a good working atmosphere;
  • International working environment with colleagues of more than 50 different nationalities;
  • Wellbeing activities (f.e. yoga, pilates and bootcamp);
  • Community involvement (stichd impact tool);
  • stichd drinks 5/6x per year in the city center of Den Bosch;
  • Work hard, play hard. Our stichd-events are legendary.

Required profile

Experience

Level of experience: Entry-level / graduate
Spoken language(s):
EnglishEnglishDutch
Check out the description to know which languages are mandatory.

Hard Skills

LinguisticsSalesforce Service CloudTask ManagementLogistics ManagementSport PsychologySAP COProcess ImprovementIssuing Refunds

Other Skills

  • Customer Service
  • Physical Flexibility
  • Organizational Skills
  • Teamwork
  • Verbal Communication Skills
Are you interested?

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