Senior Customer Service Specialist

Emmers Equestrian; Hamont-Achel; Remote; EUR 48,000 - 72,000; Full time

Benefits offered by this job

Dynamic workspace in Hamont-Achel

Senior role with ownership

Staff discounts across Emmers range

Job summary

Emmers Equestrian is a premium equestrian retailer with a strong omnichannel presence. We seek a Senior Customer Service Specialist to strengthen our team in Hamont-Achel. You will bridge customers, stores, and e-commerce, delivering personal, high-quality service while building lasting relationships.

The role requires calm professionalism and a customer-first mindset. Flexibility to work Saturdays is important; reporting to Head of Marketing & E-commerce, you join a family-owned company with

Qualifications

• Relevant experience in customer service, preferably within retail or e-commerce.
• Genuine customer-first mindset with the ability to make customers feel heard, understood and valued.
• Good written and spoken Dutch and English.
• Strong affinity with and knowledge of the equestrian industry.
• Professional, warm and confident communication skills.
• Proactive and service-oriented mindset, always supporting the customer.
• Ability to remain calm with difficult customers and maintain perspective.
• Accurate, structured and reliable working method.
• Ability to prioritise and maintain an overview in a fast-moving environment.
• Analytical mindset with pattern recognition across events and enquiries.

Responsibilities

• Support customers professionally and personally via e-mail, telephone and digital channels.
• Handle questions related to orders, deliveries, returns, products and general service.
• Build positive customer relationships by understanding individual needs and providing clear, helpful service.
• Follow up enquiries accurately and proactively, ensuring customers receive needed information.
• Coordinate with internal teams such as e-commerce, warehouse, stores, purchasing and logistics.
• Identify recurring questions and feedback to translate into improvements.
• Recognise patterns between enquiries, returns and deliveries to support operations.
• Help implement and optimise our new customer service platform, including workflows and reporting.
• Join bi-weekly optimisation meetings with the e-commerce warehouse.
• Contribute to improving processes for an even better customer experience.

Skills

Customer service

Dutch

English

Communication

Analytical thinking

Independence

Organisational skills

Problem solving

Saturday availability

Retail/e-commerce

Tools

Ticketing platforms

Job description

Senior Customer Service Specialist (m/v/x)

Emmers Equestrian is a premium equestrian retailer with a strong presence both in-store and online. We serve professional riders, stables and passionate equestrian enthusiasts internationally, with customers in over 80 countries worldwide.

As we continue to professionalise our customer service and e-commerce operations, we’re looking for a Senior Customer Service Specialist to strengthen our team in Hamont-Achel.

We are looking for someone who genuinely puts the customer at the heart of everything they do. Someone who combines excellent and personal customer service with maturity, structure and analytical thinking. You enjoy building positive customer relationships, understanding individual needs and making sure every interaction with Emmers reflects the premium service we stand for.

At the same time, you remain calm and professional when conversations become challenging and know how to keep difficult interactions in perspective.

This is a full-time position. Flexibility to work on Saturdays is important for this role; the exact schedule will be agreed upon together.

You will report to the Head of Marketing & E-commerce.

Emmers Equestrian is a family-owned company, founded in 1983, and a well-established name within professional equestrian sports. We combine a warm, family-oriented culture with a clear professional structure and high quality standards.
As a leading omnichannel retailer, we offer a premium assortment of over 200 top brands. With more than 60 employees, we serve customers through four physical stores in the Benelux and an international webshop active in over 100 countries. In our stores, customer experience is central, with a strong focus on expertise, service, and hospitality.

What you will do

You’ll play a central role between our customers, 4 stores, e-commerce operations and different internal departments, helping us deliver a personal, consistent and high-quality customer experience across every touchpoint.

Key responsibilities:

• Support customers professionally and personally via e-mail, telephone and digital channels


• Handle questions related to orders, deliveries, returns, products and general service


• Build positive customer relationships by understanding individual needs and providing clear, helpful and attentive service


• Follow up customer enquiries accurately and proactively, ensuring customers receive the information and support they need


• Coordinate with internal teams such as e-commerce, warehouse, stores, purchasing and logistics


• Identify recurring customer questions and feedback and translate these insights into potential improvements


• Recognise patterns and connections between customer enquiries, returns, deliveries and other operational events


• Help implement and optimise our new customer service platform, including workflows, templates and reporting


• Join a bi-weekly optimisation meeting with our e-commerce warehouse


• Actively contribute to improving processes and creating an even better and more personal customer experience

Formal complaint handling is managed by a dedicated colleague, with whom you’ll work closely when needed.

Who are you?

What you bring

Must-haves:

• Relevant experience in customer service, preferably within retail or e-commerce


• A genuinely customer-first mindset and a natural ability to make customers feel heard, understood and valued


• Good written and spoken Dutch and English


• Strong affinity with and knowledge of the equestrian industry, allowing you to understand our products, customers and their needs


• Professional, warm and confident communication skills


• A proactive and service-oriented mindset, always looking for how we can best support the customer


• Ability to remain calm and constructive when dealing with difficult or frustrated customers


• Professional resilience: you take every customer seriously and show empathy, without taking negative interactions personally


• An accurate, structured and reliable way of working


• Ability to prioritise and maintain an overview in a fast-moving environment


• An analytical mindset and the ability to recognise patterns and connections between different events and customer enquiries


• Confidence in communicating and collaborating with different departments and internal stakeholders


• Strong digital skills and the ability to quickly learn new systems and tools


• Ability to work independently, take ownership and show initiative


• Flexibility to work on Saturdays

Nice to have

• Good spoken French is a strong advantage


• Good spoken German


• Experience with customer service or ticketing platforms


• Experience within international e-commerce

What do we offer you?

• Join a passionate, driven and fast-moving team in a premium niche industry


• Dynamic workspace in Hamont-Achel


• A senior role with ownership and direct impact on our customer experience


• Opportunity to help shape and professionalise our customer service operations


• Close collaboration with e-commerce, our 4 stores, warehouse and other departments


• Market-conform salary aligned with your experience and expertise


• Attractive staff discounts across the Emmers assortment