This is a new function in our organization, which means that you’re the one who can build a dedicated team with the right mindset, and of course also all relevant processes. As a Teamlead Customer Service B2C you ensure a top-notch experience whenever customers of any of our motorsport stores contact us. We not only aim for optimal customer satisfaction, but we also strive to surprise the customer by our service approach and pro-active attitude. You will do this by giving the right example to the agents in your team. All this is done to ensure that the fans of the best Motorsport teams will also become fans of our stores. The stores you’d be looking after are: The official webshop of the Mercedes-AMG Petronas F1 team, McLaren, Haas F1 and our own Motorsport category leader: Fuel For Fans.
Responsibilities and tasks
Lead, coach and develop the Customer Service team members;
Set up the right internal operational processes to make Customer Service most effective;
Service our customers the best way you can on all possible contact channels, like email, Facebook, Instagram, phone, chat, etc.;
Setup and maintain the right standard in customer service;
Working with the B2C E-commerce team to grow the business and maximize our service approach;
Work closely with Finance, IT, Operations and the Warehouse to make sure consumer orders are treated different compared to B2B as information and communication is key for our customers;
Ensure that KPI’s and service levels are met;
Keep up to date on promotions, new products and upcoming events.
What is required?
Extensive experience developed in an E-commerce service role, with a minimum of 2 years in a comparable leading position;
Strong and positive team player with a solution focused approach and an extreme high quality standard of execution and delivery;
Fluent written and verbal communication in English and Dutch;
Proactive and problem solving, eager to learn, self starter, self aware and self confident, not afraid to speak up, hands-on and above all: Passionate in what you do!
Ability to focus on continuous improvement and development;
Knowledge of Microsoft Dynamics NAV (Navision) or similar ERP applications.
stichd will give you the opportunity to work in a successful company and to have a unique insight into global A-brands combined with the expertise to create commercial successful products that drive substantial volume. We are big enough to be a serious worldwide player in the market, but small enough to make the difference as an individual.
If you’re interested in this position and meet the requirements, send in your CV (in English) with motivation letter to firstname.lastname@example.org.
Your personal details are only accessible to those directly involved during the application process. We have drawn a privacy statement specifically for applicants. When you apply for this job, you agree with our privacy statement and your personal data will be deleted after a certain period. The personal data is removed from our systems, unless we have made other agreements about this.