Customer Service Representative, German Speaking – temporary contract

Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognised internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.

Your Role

We’re in business to save our home planet. Your role will contribute to this purpose by being the face of our company, providing an excellent experience to customers reaching out to Patagonia Europe. Your role is crucial in maintaining and building customer relationships, ensuring that every interaction reflects our company’s values of quality, integrity, justice, and environmental responsibility.

Main Tasks

• Deliver a prompt, reliable and high-quality service and operational support to customers through various channels including phone and email.
• Efficiently and effectively resolve customer inquiries, complaints, and issues, ensuring an excellent experience that drives satisfaction and retention.
• Assist customers with placing orders, tracking shipments, processing returns and repairs, and managing exchanges.
• Partner with the customer and internal stakeholders to remedy customer concerns and deliver the best experience possible.
• Provide accurate information regarding our products, customer orders, company service guidelines, and company campaigns.
• Maintain an in-depth understanding of Patagonia’s products and services to offer accurate information and advice to customers.
• Assist in proofing various translations (including the Patagonia EU website) when required.
• Proactively troubleshoot and provide input for process improvements.
• Perform additional customer service tasks, including participation in team or various improvement initiatives.
• Partake in CS training requirements, including visits and support work in Patagonia Retail Store(s).

What We’re Looking For

• Language Skills: Fluent in German and in English; fluency in another European language is a plus.
• Ability to communicate effectively using active listening and being fully present.
• Strong soft-skills and communication skills, both written and verbal, that can be shared with a wide variety of people while remaining clear, confident, accurate, professional, objective, and inclusive.
• Ability to provide service and operational support through multiple avenues such as phone and emails.

• A positive outlook, promoting constructive responses to the challenges of work.
• Resourcefulness in problem-solving.
• Ability to navigate browsers and assist customers using different platforms and systems (such as Microsoft D365, Salesforce, PowerBi).
• Flexible and adaptable.
• Teamwork mindset while demonstrating the ability to work on own initiative.

Other Important Details

This is a temporary full-time position, based in Amsterdam intended to support the team for 6 or 7 months. We have a hybrid work model, working from home for a maximum of 3 days per week.

We strive to make unbiased decisions and to offer a great experience to every person who applies for a role at Patagonia. Our interviews include standardized questions that focus on the aspects that are important for success in the role.

At Patagonia, we commit to becoming an anti-racist company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business. Every person who applies to join Patagonia receives equal employment opportunities, and we value a welcoming environment where each member of our EMEA team feels included, respected, and empowered, regardless of their race, color, religion, gender, gender identity or expression, sexual orientation, civil status, national origin, disability, or age.

At Patagonia, we strive to have inclusive representation within our organization and embrace a diverse mix of talent to contribute to our culture. We actively seek applications from Black and People of Colour (BPOC) and other underrepresented groups. As we are in business to save our home planet, we can only do this together.

Please make sure that your CV and cover letter are in English.