Key Skills

Job Description

We’re in business to save our home planet. Founded by Yvon Chouinard in 1973, Patagonia is an outdoor apparel company based in Ventura, California. As a certified B Corporation and a founding member of 1% for the Planet, the company is recognized internationally for its product quality and environmental activism, as well as its contributions of more than $240 million to environmental organizations. Its unique ownership structure reflects that Earth is its only shareholder: Profits not reinvested back into the business are paid as dividends to protect the planet. Job Title: Customer Service Representative Reports to: Customer Service Supervisor Direct Reports: 0 Location: Amsterdam Hybrid: working from home max 3 days per week Contract duration: until 31 March 2027 Your Role We’re in business to save our home planet. The Customer Service Representative delivers high-quality, end-to-end customer service across email and phone channels, ensuring every interaction reflects Patagonia’s values of quality, integrity, justice, and environmental responsibility. The role manages post-purchase inquiries, processes transactions, and contributes to continuous service improvement. By demonstrating empathy, accuracy, and ownership, it plays a key role in customer satisfaction and long-term brand loyalty across EMEA. Your Main Tasks Customer case handling. Respond to customer inquiries via email and phone, ensuring tone, timing, and resolution meet Patagonia’s service standards. Manage a personal case load and apply known procedures to resolve issues efficiently and empathetically. Order and transaction processing. Process post-purchase transactions including refunds, exchanges, returns, repairs, and discount applications. Maintain accuracy across order systems and case documentation to ensure traceability, compliance, and customer trust. Service quality and consistency. Deliver a consistent and high-quality experience across all customer touchpoints. Apply Patagonia’s tone of voice and resolution philosophy to ensure every interaction reflects our values and builds long-term relationships. Issue identification and flagging. Identify recurring service issues and flag them to relevant internal teams. Share insights that contribute to improving workflows, content, and customer-facing processes. Cross-functional collaboration. Engage with internal teams such as Accounting, Logistics, and Quality to resolve customer cases that require cross-departmental input. Escalate non-standard cases and ensures timely follow-up and resolution. What We’re Looking For An inclusive mindset Language Skills: Fluent in German and in English; in addition, fluency in other European language is a plus Ability to communicate effectively using active listening and being fully present Strong 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 Developed organizational and prioritization skills, with the ability to fulfill commitments, remain reliable punctual, and on-time Resourcefulness in problem-solving Tech savvy, ability to quickly learn different platforms and systems (such as Microsoft D365, Salesforce, Power Bi) Flexible and adaptable Teamwork mindset while demonstrating the ability to work on own initiative An appreciation of the outdoors An interest in saving our home planet and making a positive impact through your work What We Offer Our offers are based on relevant experience and skills, allowing us to ensure internal equity and consistency across the team. Every offer we make is carefully reviewed by our People + Culture team. To avoid creating or reinforcing pay gaps, we do not base our offers on a candidate’s previous salary, salary expectations, or negotiation skills We offer the following benefits: 25 days holidays per year (pro-rated if you work part-time) Pension scheme with 24.75% contribution (17.25% paid by employer and 7.5% paid by employee) enhanced with secondary pension scheme subject to eligibility criteria 40 EUR (net) WFH allowance paid monthly (pro-rated if you work part-time) Reimbursement of public transportation when commuting to the office Onsite catered lunches available 4 days per week (Monday, Tuesday, Wednesday, and Thursday) for an employee contribution of EUR 4 per meal Company laptop and mobile phone if needed for your role To find out more about what we offer our employees click here: https://eu.patagonia.com/nl/en/what-we-offer/. Justice & Belonging We commit to becoming an anti-racist and anti-discriminatory company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business. We foster a welcoming and respectful environment where every member of our EMEA team feels included, respected and empowered regardless of their race, colour, ethnicity, nationality, culture, religion or belief, sex, gender, gender identity or expression, sexual orientation, family or marital status, socio-economic background, disability, age, neurodiversity, or any other aspect of identity or lived experience. Recruitment Process If your application is successful, you will be contacted by one of our recruitment team within 4 weeks to set up a first interview who will talk you through the full interview process. 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 standardised questions that focus on the aspects that are important for success in the role. Whilst we love hearing from people who are passionate about Patagonia and our purpose, we ask that all applications are submitted through our official application process, including a CV and cover letter. To help us maintain a fair, consistent and objective experience for all candidates, we are unable to review applications or respond to recruitment enquiries received by email, LinkedIn Inbox or other channels outside of the advertised role. Applying through the application link ensures every candidate is considered using the same process and receives equal opportunity throughout the recruitment journey. Please make sure that your CV and cover letter are in English.

Core Responsibilities

Handle customer inquiries by email and phone, manage post-purchase cases, and process refunds, exchanges, returns, repairs, and discounts accurately. Identify recurring issues, collaborate with internal teams to resolve cases, and contribute insights to improve service workflows and customer-facing processes.

Requirements

Candidates must be fluent in German and English, communicate clearly and inclusively, and provide effective support across phone and email channels. The role also calls for strong organization, prioritization, problem-solving, adaptability, teamwork, and the ability to learn customer service platforms quickly.

Benefits

• 25 Days of Annual Leave
• Pension Scheme
• Work-From-Home Allowance
• Public Transportation Reimbursement
• Catered Onsite Lunches
• Company Laptop
• Company Mobile Phone