Consumer Care Representative (DACH)

Maxi-Cosi; Netherlands; Hybrid; EUR 29,000 - 33,000; Full time

Benefits offered by this job

Hybrid work up to 3 days

13th month

Annual leave 28 days

Laptop and mobile provided

Top Employer recognition

Job summary

Dorel Juvenile invites applications for a Consumer Care Representative to deliver exceptional customer support across channels from the Netherlands. You will resolve inquiries with care and professionalism, using ERP and CRM tools and driving improvements from feedback.

The role requires 2+ years in similar positions, fluency in English and German, and optional Dutch. It offers hybrid work up to 3 days, 28 vacation days, 13th month, and a pathway to permanent employment.

Qualifications

• 2+ years in a similar customer-facing role.
• Strong, clear communication with diverse customers.
• Empathy, flexibility and proactive problem solving.

Responsibilities

• Handle inquiries and complaints via live chat, email, and phone with care and efficiency.
• Log and manage cases in ERP/CRM and track follow-ups accurately.
• Suggest improvements based on customer feedback and recurring questions.

Skills

Customer support

Communication

Empathy

English language

German language

Dutch language (adv.)

Job description

Dorel Juvenile is the world's leading juvenile products company. Our products are available in more than 100 countries. We help families live carefree lives by providing them with juvenile products that rank highest in consumer reviews. That's what sets our products apart; durable, helpful, and caring.

Your mission

Your mission as a Consumer Care Representative is to deliver exceptional customer support, ensuring every interaction is handled with care, efficiency, and professionalism. You are dedicated to understanding customer needs, resolving inquiries effectively, and creating a positive experience that reflects the company’s values and exceeds expectations.

Key responsibilities

• You handle customer inquiries and complaints via live chat, email, and phone, providing tailored solutions in line with the Dorel Service Promise.
• You work with ERP and CRM systems to manage inquiries, document cases, and plan follow-up actions accurately.
• You proactively suggest improvements based on customer feedback and recurring questions.
• You identify opportunities to enhance internal processes and the overall customer experience.
• You register improvement initiatives in internal systems, contributing to the continuous enhancement of Dorel’s service quality.

What a Typical Day Could Look Like
You start your day at the office and immediately assist your first customer via live chat. She reports a defect with her car seat and requires support. After carefully analyzing the issue, you arrange for the product to be collected and sent to the Repair Center in Helmond. You clearly communicate that she can expect the repaired item to be returned within a few weeks.

Shortly after, you receive an email from a customer in South Africa with a question about her stroller. The fabric coating is worn and falls under warranty. You coordinate directly with your colleague in the Export department to ensure a replacement is arranged for the customer as quickly as possible.

Next, you review social media activity. A post published the previous day has generated several comments and questions. You respond promptly, ensuring all interactions are handled professionally within the expected timeframe.

Your profile

• You have at least 2 years of relevant experience in a similar role.
• You possess strong communication skills and are able to interact effectively with a diverse range of customers.
• You demonstrate empathy and flexibility in your approach.
• You are fluent in English and German; proficiency in Dutch is considered an advantage.
• You have an affinity for social media and digital communication channels.
• You are proactive, think ahead, and take initiative when needed.
• You are available for 32–40 hours per week.

Are you ready to grow with us?

What we offer

• A salary between € 2.600 and 3.000 gross per month, based on your experience and knowledge, with room to grow.
• This is a position for 32 to 40 hours per week, depending on your preferences.
• You will first receive an annual contract with a probation time of one month. It is always our intention to convert your contract to a permanent one after the first year.
• You are eligible for a 13th month every year.
• The option to work hybrid up to 3 days, with 2 joint office days.
• The annual leave entitlements consist of 28 vacation days in the case of full-time employment.
• Other terms include travel expenses, use of a laptop and telephone if required, option to purchase extra holiday hours, Bicycle Plan and collective health insurance.

Working at a Top Employer

We are thrilled to have been officially certified as a ’Top Employer’ since 2023 for our Dorel Juvenile Europe HQ in the Netherlands! This remarkable achievement is a testament to our collective dedication and hard work. This is a team effort, and we couldn't be prouder of the incredible team we have. For you as a soon-to-be DJE team member, this means we prioritize your well-being, development, and experience at Dorel Juvenile. Being recognized as a Top Employer is a clear validation of our commitment to creating an exceptional work environment. This certification highlights our dedication to enriching our workplace through proven people experiences, aligning with our ambition to become the Employer of Choice. Our People Strategy, designed with your needs in mind, prioritizes connection, clear communication, development, and learning. For more information, visit the Top Employers Institute's website.

Customer Service (B2B) Representative DACH Helmond , Netherlands Dorel Juvenile is the world's leading juvenile products company. Our products are available in more than 100 countries. We help families live carefree lives by providing them with juvenile products that rank highest in consumer reviews. That's what s...