Consumer Services Operations Specialist

Stokke GmbH; Amsterdam; Hybrid; EUR 45,000 - 55,000; Full time

Job summary

Stokke is seeking a Consumer Services Operations Specialist based in Amsterdam to support day-to-day operations, monitor performance, and drive process improvements across markets. You will work with local teams and external partners to ensure a premium customer experience.

The role requires 3+ years in customer service or related fields, fluency in English, and proven stakeholder management. Relocation is not offered; the position provides exposure to international operations and a dynamic work

Qualifications

• Bachelor's degree or equivalent combination of education and professional experience preferred.
• 3+ years of experience in Customer Service, Consumer Care, Ecommerce Operations, or related environment.
• Understanding of customer service processes, journeys, and KPIs.
• Experience working with CRM, ERP, customer service, or other business-critical systems.
• Experience supporting process improvement initiatives and operational excellence.
• Strong stakeholder management, communication, and coordination skills.
• Experience with outsourced service providers is a plus.
• Fluent in English; additional languages are an advantage.

Responsibilities

• Support daily Consumer Services operations and performance monitoring.
• Analyze customer contact trends, service KPIs, and customer-impacting issues.
• Coordinate and support the resolution of high-priority customer cases and escalations.
• Identify process gaps, root causes, and opportunities to improve efficiency and customer satisfaction.
• Support initiatives that enhance service quality, operational performance, and agent productivity.
• Contribute to the standardization of customer service processes across markets.
• Support the ongoing improvement and adoption of customer service systems, including Zendesk.
• Assist with testing, rollout, and implementation of new tools and processes.
• Support reporting, documentation, and operational best practices.
• Maintain process documentation, knowledge articles, and operational guidelines.
• Support training and change management initiatives across the Consumer Services organization.
• Promote knowledge sharing and continuous improvement.

Skills

English fluency

Stakeholder mgmt

Communication

Coordination

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce

CRM

ERP systems

Job description

Founded on the west coast of Norway in 1932, Stokke is built on a strong Scandinavian heritage of craftsmanship, quality, and purpose-driven design. For over four decades, our products have championed connection—creating meaningful moments that bring parents and children closer together while supporting healthy child development.

The Position

Parent & Child at the Heart

As Consumer Services Operations Specialist, you will support the day-to-day operations of Stokke's global Consumer Services organization, helping deliver a premium customer experience across markets.

Working closely with local Consumer Services teams, outsourced partners, and cross-functional stakeholders, you will monitor service performance, identify improvement opportunities, and support the continuous enhancement of customer service processes, systems, and ways of working.

Based in Amsterdam (relocation NOT possible) | The Netherlands | Reporting to Senior Consumer Services Manager

Main Responsibilities

Consumer Services Operations

• Support daily Consumer Services operations and performance monitoring.
• Analyze customer contact trends, service KPIs, and customer-impacting issues.
• Coordinate and support the resolution of high-priority customer cases and escalations.

Process Improvement & Customer Experience

• Identify process gaps, root causes, and opportunities to improve efficiency and customer satisfaction.
• Support initiatives that enhance service quality, operational performance, and agent productivity.
• Contribute to the standardization of customer service processes across markets.

Systems & Business Support

• Support the ongoing improvement and adoption of customer service systems, including Zendesk.
• Assist with testing, rollout, and implementation of new tools and processes.
• Support reporting, documentation, and operational best practices.

Documentation & Training

• Maintain process documentation, knowledge articles, and operational guidelines.
• Support training and change management initiatives across the Consumer Services organization.
• Promote knowledge sharing and continuous improvement.

The Ideal Profile

Customer-Focused & Analytical: You enjoy solving problems, identifying trends, and improving customer experiences through data and insights.

Collaborative & Organized: You are proactive, detail-oriented, and comfortable working with multiple stakeholders in a fast-paced international environment.

Experience & Skills

• Bachelor's degree or equivalent combination of education and relevant professional experience preferred.
• 3+ years of experience in Customer Service, Consumer Care, Ecommerce Operations, or a related customer-focused environment.
• Understanding of customer service processes, customer journeys, and service KPIs.
• Experience working with CRM, ERP, customer service, or other business-critical systems.
• Experience supporting process improvement initiatives and operational excellence.
• Strong stakeholder management, communication, and coordination skills.
• Experience working with outsourced service providers is a plus.
• Fluent in English; additional languages are an advantage.

Nice to Have

• Experience with Zendesk, Salesforce, or similar customer service platforms.
• Experience with reporting, performance analysis, and root cause analysis.
• Experience within an international consumer goods or Ecommerce environment.

What We Offer

• A key role supporting Stokke's global Consumer Services organization.
• Opportunity to contribute to process improvements and customer experience initiatives.
• Exposure to international markets and cross-functional collaboration.
• A dynamic, collaborative, and purpose-driven work environment.
• Competitive compensation with a fixed salary range of 45-55k gross per year.

A workplace guided by our values: Parent & Child at the Heart, Agility Speed & Execution, Pioneering Spirit, and Everyone Has a Seat at the Table.