Consumer Services Operations Specialist
€45,000 - €55,000 per year
Key Skills
Job Description
About Stokke – Here We Grow Founded on the west coast of Norway in 1932, Stokke is built on a strong Scandinavian heritage of craftsmanship, quality, and purpose-driven design. For over four decades, our products have championed connection—creating meaningful moments that bring parents and children closer together while supporting healthy child development. The Position Parent & Child at the Heart As Consumer Services Operations Specialist, you will support the day-to-day operations of Stokke's global Consumer Services organization, helping deliver a premium customer experience across markets. Working closely with local Consumer Services teams, outsourced partners, and cross-functional stakeholders, you will monitor service performance, identify improvement opportunities, and support the continuous enhancement of customer service processes, systems, and ways of working. Based in Amsterdam (relocation NOT possible) | The Netherlands | Reporting to Senior Consumer Services Manager Main Responsibilities Consumer Services Operations Support daily Consumer Services operations and performance monitoring. Analyze customer contact trends, service KPIs, and customer-impacting issues. Coordinate and support the resolution of high-priority customer cases and escalations. Process Improvement & Customer Experience Identify process gaps, root causes, and opportunities to improve efficiency and customer satisfaction. Support initiatives that enhance service quality, operational performance, and agent productivity. Contribute to the standardization of customer service processes across markets. Systems & Business Support Support the ongoing improvement and adoption of customer service systems, including Zendesk. Assist with testing, rollout, and implementation of new tools and processes. Support reporting, documentation, and operational best practices. Documentation & Training Maintain process documentation, knowledge articles, and operational guidelines. Support training and change management initiatives across the Consumer Services organization. Promote knowledge sharing and continuous improvement. The Ideal Profile Customer-Focused & Analytical: You enjoy solving problems, identifying trends, and improving customer experiences through data and insights. Collaborative & Organized: You are proactive, detail-oriented, and comfortable working with multiple stakeholders in a fast-paced international environment. Experience & Skills Bachelor's degree or equivalent combination of education and relevant professional experience preferred. 3+ years of experience in Customer Service, Consumer Care, Ecommerce Operations, or a related customer-focused environment. Understanding of customer service processes, customer journeys, and service KPIs. Experience working with CRM, ERP, customer service, or other business-critical systems. Experience supporting process improvement initiatives and operational excellence. Strong stakeholder management, communication, and coordination skills. Experience working with outsourced service providers is a plus. Fluent in English; additional languages are an advantage. Nice to Have Experience with Zendesk, Salesforce, or similar customer service platforms. Experience with reporting, performance analysis, and root cause analysis. Experience within an international consumer goods or Ecommerce environment. What We Offer A key role supporting Stokke's global Consumer Services organization. Opportunity to contribute to process improvements and customer experience initiatives. Exposure to international markets and cross-functional collaboration. A dynamic, collaborative, and purpose-driven work environment. Competitive compensation with a fixed salary range of 45-55k gross per year. A workplace guided by our values: Parent & Child at the Heart, Agility Speed & Execution, Pioneering Spirit, and Everyone Has a Seat at the Table.
Core Responsibilities
Support global consumer services operations by monitoring performance KPIs and analyzing customer contact trends. Identify process gaps and implement improvements to enhance service quality and agent productivity across international markets.
Requirements
Requires 3+ years of experience in customer service or ecommerce operations and a preference for a bachelor's degree. Candidates should be proficient in CRM systems and possess strong analytical and stakeholder management skills.
Benefits
- Competitive Compensation
- International Market Exposure
- Cross-functional Collaboration
About Stokke
Industry: Manufacturing
Company size: 201-500 employees
Stokke provides worldwide distribution through selected retailers represented in around fifty countries. We are renowned worldwide and sell iconic products like the Tripp Trapp highchair. Stokke was founded on the west coast of Norway in 1932. Once a family-owned company, the company has been owned since 2014 by NXMH, a Belgium-based investment company wholly owned by South Korea’s NXC. In addition to its head office in Ålesund, Norway, it has as offices all around the world in Germany, US, China, France and many other countries. Stokke's ethos is epitomised by its Tripp Trapp® chair, which will celebrate its 50th anniversary this year. Created by Norwegian designer Peter Opsvik, the iconic chair launched in 1972 did something completely new; it gave children an ergonomic seat of their own and made it possible for children to comfortably join their family at the table for connection and bonding. Today, Stokke is selling more Tripp Trapp® chairs than ever before and has sold more than 13 million worldwide. Since 2006, Stokke's focus has been purely on the premium children's markets with products that share a common purpose: to encourage child development and to nurture family bonding. Stokke's mantra is that closeness fosters connection – it believes that children need this sense of connection to feel safe and loved, encouraging them to become self-reliant and confident learners in life. Our brand purpose "Here we grow" and our vision “Confident kids for a better world” are the cornerstone of our product innovation, development, and production. Each Stokke product is developed to stimulate the child's ongoing development through their ability to allow the bond between parent and child to grow through strong visual contact and interaction.