eCommerce Fan Experience Specialist - Native level German

Customer service


In this role you will be responsible for ensuring that all customers are thrilled with their brand experience via the website, or direct contact. This will be the result of developing, executing and monitoring internal initiatives and website activities to improve the overall FAN experience.
Your Responsibilities:
- You will act as eCommerce Fan Experience liaison. - You will actively monitor the volume and nature of consumer enquiries and identify gaps; make innovative suggestions on how to improve the department’s performance.
- You will answer incoming phone calls, mails and online chat.
- You will assist consumers in making an informed purchase, minimizing any doubt and return risk.
- You will assist consumers in completing their orders, returns and exchanges on the website.
- You will go above and beyond in service, ensuring a pleasant shopping and brand experience.
- You will communicate issues and suggestions based on consumer feedback to the online team.
- You will translate and improve some Customer Service and eCommerce templates.
- You will assist with Online development, testing and post evaluation phases of site enhancements or redesigns.
- You will assist with warranty claims, returns and credits. - You will contribute in creating an effective work environment, leveraging experience, teamwork and open communication.


- You speak (near) native level of German and excellent English. Fluency in French is a big plus.
- Minimum of 2 years work experience in a similar role, besides proven excellent customer service skills.
- Strong written and oral communication skills. Good project management skills.
- You are proficient in MS Excel and Word. ERP understanding is required and good SAP skills preferred.
- You are a good balance between a creative and tactical thinker, with excellent analytical skills.
- You are good at multitasking in a fast paced environment while ensuring core goals are being met.
- You are a team player, very flexible, detail oriented, self-motivated and have a high sense of urgency.
About the company:
Our client is an international footwear company that has quickly grown into a dynamic, global organization, providing original, quality, outdoor-inspired footwear for a wide range of fans who seek comfort, fit, durability and style. Its European HQ in Rotterdam is a dynamic environment that counts a team of 35 international coworkers throughout different departments.