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EMEA B2C Customer Service Representative

Posted 26 Mar 2024
Work experience
1 to 3 years
Full-time / part-time
Full-time
Job function
Degree level
Required languages
German (Fluent)
English (Fluent)

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Your Job:

The B2C Customer Service Representative is responsible for providing industry-leading customer service to our direct consumers of the DACH market by assisting them in selection and ordering of our products, handling questions via various media and providing assistance for returns and credits.

Additionally, as a member of the EMEA Customer Service Centre of Excellence, you will also play a prominent role in supporting the B2C Services in EMEA, including liaise with Ecomm & Global B2C services, in collaboration with the Customer Service Manager EMEA setting up, documenting and maintaining Standard Operating Procedures, SOP’s and Rules & Regulations for EMEA.

Your Responsibilities:

B2C Customer service:

  • Seek positive timely solutions to all B2C customer’s questions and concerns.
  • Communicate with customers via phone, chat, email and social media.
  • Quote product pricing and availability to the end consumer.
  • Process returns.
  • Track and report recurring problems and act as a problem identifier and solver.
  • Monitor customer orders through web channels.
  • Daily release and fraud checks of eCommerce orders.
  • Work with credit to resolve invoicing errors.
  • Collaborate with the EMEA Ecommerce team on Product availability, merchandizing, complaints concerning website and/or processes.
  • Manage Brooks’Run Happy Promise guarantee purchased through our own website and other channels.
  • Other duties as assigned.

EMEA B2C Support:

  • Go to person for B2C questions across EMEA Customer Service teams.
  • Maintain documentation with regards to B2C SOP’s, FAQ, Policies & Guidelines.
  • Overlook and ensure smooth order flow on B2C web shop systems across EMEA; troubleshoot when discrepancies occur.
  • Provide recommendations to EMEA Customer Service, ECommerce and IT concerning web shop Process Flows and System Enhancements.

Your Qualifications:

  • Bachelor’s degree or Fachhochschulabschluss or equivalent experience required.
  • 1+ years customer service experience preferred.
  • Must be native German speaker and have basic cultural knowledge for the area you are responsible for.
  • When you speak fluent English too, that is major advantage.
  • Knowledge of athletic footwear, athletic apparel, and sports bras preferred.
  • Ability to manage time effectively and exhibit a strong ability to multi-task.
  • Strong interpersonal skills and the ability to deal with adverse situations positively.
  • Computer proficiency: Word, Excel, Outlook, Social Media.
  • Accuracy in typing, spelling and grammar.
  • Proven ability to work effectively independently as well as with a team.
  • Can work in a fast-paced environment while maintaining a positive attitude.
  • Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication.
  • Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company.
  • Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner in order to develop loyal, engaging relationships with our customers and the Brooks community.
  • Embraces and lives the Brooks values!

Brooks Running makes men's and women's high-performance running shoes, apparel, and accessories that meet the needs of runners of all levels. Entirely focused on the run, Brooks is dedicated to inspiring people to run and be active. Brooks creates innovative equipment that keeps you running longer, farther and faster.

Retail
Amsterdam
900 employees