We are searching for a Commerce Support Specialist who speaks German or French fluently next to English to join an exponentially growing EMEA Merchandise & Accessories business and ensure every customer has a world class end-to-end experience on the Web shop and post-purchase at retail sites. This Specialist would be entrusted to support customers through: product/policy Q&A, purchasing FAQ, receiving, and UX of the products. Your mission is to ensure every shop experience lives up to the exceptional standards. Beyond your regular scope you will also be invited by project leaders in EMEA and other regions to exchange insights and trends, inform IT development priorities, and help focus continuous improvement and CX innovation efforts. The role will also support some operational activities and growth initiatives as needed. This person will report to the EMEA Merchandise & Accessories Programs Manager.
Responsibilities for the role include but are not limited to:
Reviewing customer inquiries via various channels (email, chat, SMS, and phone if required) to diagnose the cause impacting the customer experience, and collaborating cross-functionally to solve the issue.
Directly engaging customers with the utmost hospitality, professionalism, and timeliness.
Project subject matter expertise for the merchandise and accessory products as well as processes and policies
Achieving and maintaining proficiency for the accessories, merchandise, web shop experience, shipment process flow, and product use trends, etc.
Working with group leadership and the fulfillment centers to resolve shipment issues.
Contacting customers whose orders contain backordered items and providing ETAs.
Action and manage return cases using current process and helping inform continuous improvements.
Providing hands-on support as necessary during product/systems development, initial launch, and on-going activities.
This role represents the company and the program, thus conduct must be customer-centric, ethical, and empathetic while acting in accordance with the highest standards.
Taking ownership of one’s own performance, striving for constant improvement, self-development, and positively impacting the team as a whole.
Wat we bieden
Wat we bieden
We offer you a fulltime job (40 hours a week) for a minimum of three months. After three months you will be evaluated and when you do well you can stay longer. You are going to earn €14,25 before taxes per hour.. You will build up 25 leave days (based on a 40 hour work week) and next to that you receive 13 ADV days.
A sincere enthusiasm for electrical vehicles and an entrepreneurial/innovative spirit
Bachelor’s degree in relevant field or equivalent experience with examples of exceptional ability.
Proficiency in a business systems for order management, consumer invoicing, and order tracking.
2+ years of relevant work experience in one or several of the following fields ideally: customer service or sales of apparel, merchandise, car accessories, or consumer electronics.
Strong communication, organization, and documentation skills are required to succeed.
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook preferably.
Be a problem-solver who can research information, resolve issues and coordinate time-sensitive projects.
The ability to manage and prioritize deliverables with minimal direction.
You speak fluently English and German or French.
Over het bedrijf
Over het bedrijf
A world leading electrical vehicle brand located in Tilburg.