Key Skills

Job Description

As a Customer Service Representative, you are part of a growing B2C Customer Support team in the world of F1, Motorsport & Manchester City. You are the direct link to our customers and aim for optimal customer satisfaction by offering a great service approach and pro-active attitude. You can contribute to the growth our B2C department and lift our customer service to the next level. You are responsible for offering our customers the ultimate experience after buying merchandise from their favorite sports team. All this is done to ensure that the fans of the best F1, Motorsport & Football teams will also become fans of our online stores. The company’s current brand portfolio for our Fanwear business is: BMW Motorsport, Formula 1, Porsche Motorsport, Scuderia Ferrari F1 Team, Aston Martin F1 Team, McLaren F1 team, Manchester City Football Club and BMW Lifestyle. Your Mission Be the first point of contact for customers worldwide, delivering friendly, professional and consistent support across email, phone and live chat. Manage customer enquiries from start to finish, including orders, deliveries, returns, refunds, faulty products and incorrect items. Work closely with the B2C E-commerce team to support business growth and continuously strengthen the customer experience. Coordinate with internal and external stakeholders—including Logistics, Returns, product departments and delivery partners—to provide accurate information and find the best possible solution for each customer. Identify recurring customer issues and contribute ideas that improve processes, self-service options and the overall customer journey. Collaborate closely with colleagues at the Manchester City stores to ensure a consistent service experience across online and in-store touchpoints. Take ownership of your workload and contribute to achieving agreed service levels, response times, quality standards and customer satisfaction targets. Stay up to date on promotions, product launches, stock and delivery updates, and upcoming marketing campaigns so you can provide customers with timely and accurate information. Your Talent You have experience in a customer service or customer-facing role and know how to turn every interaction into a positive one. You love helping people and creating great experiences. Whether it's answering a question or solving a challenge, you genuinely enjoy going the extra mile for customers. You're confident handling enquiries around orders, deliveries, returns and refunds. Experience within e-commerce, retail or logistics is a strong plus. You feel comfortable navigating different systems and quickly pick up new tools. Experience with SAP, Salesforce Service Cloud or CloudTalk is an advantage. You're a strong communicator, both written and verbal, and know how to adapt your approach to different customers and situations. You are fluent in English. Additional language skills are always welcomed and appreciated in our international environment. You stay organised, keep an eye on the details and manage priorities effectively, even when juggling multiple customer cases and stakeholders. You thrive in a dynamic environment, are flexible in supporting different webshops and stay calm during campaigns, launches and peak trading moments. You take ownership, think proactively and enjoy finding smarter ways of working that improve both the customer experience and team performance. You're comfortable working independently while staying closely connected with your teammates to ensure customers receive clear, consistent and accurate support. You can easily switch between different tasks, channels and customer questions without losing focus on quality. A passion for sports, football or motorsport is a bonus and helps you connect even more with the brands and fans we support. You're available to work full-time, Monday to Friday. This role is based in Den Bosch, the Netherlands. Working remotely from other countries is not possible. To apply for this role, you must already have the legal right to work in the Netherlands. We will not apply for work or residence permits.

Core Responsibilities

Act as the primary point of contact for global customers, managing inquiries related to orders, deliveries, returns, and product issues across multiple channels. Collaborate with internal departments and external partners to ensure high-quality service and support the growth of the B2C e-commerce business.

Requirements

Requires experience in a customer-facing role, preferably within e-commerce, retail, or logistics, along with strong communication skills in English. Candidates must be based in or able to work legally in the Netherlands, as this is an on-site position.