Customer Service Representative (Formula 1 & Football)

Stichd; 's-Hertogenbosch; On-site; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Annual bonus

Hybrid working

Wellbeing activities

Employee discounts

Job summary

STICHD is seeking a Customer Service Representative in Den Bosch to deliver friendly, professional support worldwide for fans of F1, motorsport and Manchester City. You will handle orders, returns, refunds and enquiries across email, phone and live chat, collaborating with Logistics and product teams to resolve issues promptly.

You will join a dynamic B2C team, supporting promotional campaigns and stock updates while maintaining high customer satisfaction and a proactive service mindset.

Qualifications

• Experience in a customer service or customer-facing role and ability to turn interactions into positive experiences.
• Comfortable navigating multiple systems and learning new tools quickly.
• Experience in e-commerce, retail or logistics is a strong plus.
• Excellent written and verbal communication in English.

Responsibilities

• Be the first point of contact for customers worldwide via email, phone and live chat.
• Handle orders, deliveries, returns, refunds and faulty items from start to finish.
• Work with the B2C e-commerce team to grow the business and improve the customer journey.
• Coordinate with Logistics, Returns, product teams and partners to provide accurate information.
• Identify recurring issues and suggest process improvements and self-service options.
• Collaborate with Manchester City stores to ensure consistent service online and in-store.
• Own workload and help meet service levels, response times and satisfaction targets.
• Stay updated on promotions, stock and campaigns to inform customers accurately.

Skills

Customer service

E-commerce support

Communication

Multitasking

English fluency

Tools

SAP

Salesforce Service Cloud

CloudTalk

Job description

The Job

As a Customer Service Representative, you are part of a growing B2C Customer Support team in the world of F1, Motorsport & Manchester City. You are the direct link to our customers and aim for optimal customer satisfaction by offering a great service approach and pro‑active attitude. You can contribute to the growth our B2C department and lift our customer service to the next level.

You are responsible for offering our customers the ultimate experience after buying merchandise from their favorite sports team. All this is done to ensure that the fans of the best F1, Motorsport & Football teams will also become fans of our online stores.

The company’s current brand portfolio for our Fanwear business is: BMW Motorsport, Formula 1, Porsche Motorsport, Scuderia Ferrari F1 Team, Aston Martin F1 Team, McLaren F1 team, Manchester City Football Club and BMW Lifestyle.

Your Mission

• Be the first point of contact for customers worldwide, delivering friendly, professional and consistent support across email, phone and live chat.
• Manage customer enquiries from start to finish, including orders, deliveries, returns, refunds, faulty products and incorrect items.
• Work closely with the B2C E‑commerce team to support business growth and continuously strengthen the customer experience.
• Coordinate with internal and external stakeholders—including Logistics, Returns, product departments and delivery partners—to provide accurate information and find the best possible solution for each customer.
• Identify recurring customer issues and contribute ideas that improve processes, self‑service options and the overall customer journey.
• Collaborate closely with colleagues at the Manchester City stores to ensure a consistent service experience across online and in‑store touchpoints.
• Take ownership of your workload and contribute to achieving agreed service levels, response times, quality standards and customer satisfaction targets.
• Stay up to date on promotions, product launches, stock and delivery updates, and upcoming marketing campaigns so you can provide customers with timely and accurate information.

Your Talent

• You have experience in a customer service or customer‑facing role and know how to turn every interaction into a positive one.
• You love helping people and creating great experiences. Whether it’s answering a question or solving a challenge, you genuinely enjoy going the extra mile for customers.
• You’re confident handling enquiries around orders, deliveries, returns and refunds. Experience within e‑commerce, retail or logistics is a strong plus.
• You feel comfortable navigating different systems and quickly pick up new tools. Experience with SAP, Salesforce Service Cloud or CloudTalk is an advantage.
• You’re a strong communicator, both written and verbal, and know how to adapt your approach to different customers and situations.
• You are fluent in English. Additional language skills are always welcomed and appreciated in our international environment.
• You stay organised, keep an eye on the details and manage priorities effectively, even when juggling multiple customer cases and stakeholders.
• You thrive in a dynamic environment, are flexible in supporting different webshops and stay calm during campaigns, launches and peak trading moments.
• You take ownership, think proactively and enjoy finding smarter ways of working that improve both the customer experience and team performance.
• You’re comfortable working independently while staying closely connected with your teammates to ensure customers receive clear, consistent and accurate support.
• You can easily switch between different tasks, channels and customer questions without losing focus on quality.
• A passion for sports, football or motorsport is a bonus and helps you connect even more with the brands and fans we support.
• You’re available to work full‑time, Monday to Friday.

This role is based in Den Bosch, the Netherlands. Working remotely from other countries is not possible.

To apply for this role, you must already have the legal right to work in the Netherlands. We will not apply for work or residence permits.

We Offer

• Our salaries are based on 38 hours per week, but full‑time work is 40 hours per week. Instead, you choose between a lot of holidays; 37 per year ór choose for a 40‑hour salary per month with still 25 holidays. You can switch every six months;
• Annual bonus scheme;
• New hires (introduction) days;
• Great offer of e‑learnings and a training offer for personal development;
• Enough free fruit for you daily vitamins;
• Provided lunch for low cost;
• Choose between lease‑bike, NS Business Card or travel by car for € 0,25 per km (>10km).
• 8% holiday allowance, employee insurances and a good pension scheme;
• Employee discount on the PUMA, Levi’s, Fuelforfans and BMW Lifestyle websites;
• Hybrid working. On fulltime basis 3 days in the office and 2 days at home (incl. allowance for home working);
• Flexible working hours, modern workspace and a good working atmosphere;
• International working environment with colleagues of more than 50 different nationalities;
• Wellbeing activities (f.e. yoga, pilates and bootcamp) and an inhouse gym;
• Community involvement (STICHD impact tool);
• STICHD drinks 5/6x per year in the city center of Den Bosch;
• Work hard, play hard. Our STICHD‑events are legendary.

About Us

We like to think of ourselves as a family of experts.

Ok, we know what you’re thinking: at over 700 members, that’s a pretty big family. But what we really mean is that, whatever our skills or our story, whatever the task or the time pressure, we’re in it together. Pushing each other, backing each other and believing in each other, always.

We’re one STICHD. And that matters, because this one company does a lot.

We partner with some of the world’s most iconic brands to create products that people love. From socks and underwear to swim and fanwear. From PUMA and Levi’s to Formula 1 and Manchester City. From design and logistics to retail and events. From our HQ in the Netherlands to sales offices and logistics centres all over the world. Like we said: a lot.

Why join us?

Because at STICHD, you get the best of both worlds. The buzz and exposure of working on a global scale with the world’s biggest brands. The freedom and flexibility to find your own passion and follow your own path. But most of all, because we care. We really care. About our brands and products. About each package and every fan’s experience. About one another.

We have some amazing people at STICHD. People with different backgrounds and skillsets, perspectives and personalities. Global leaders in their field who always stay curious, grounded and never stop learning.

AQCUISITION AS A RESULT OF VACANIES IS NOT APPRECIATED

STICHD provides equal opportunities for all job applicants, regardless of race, colour, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at STICHD and PUMA, and we do not tolerate any form of harassment or discrimination.

At STICHD and PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal opportunity - no matter your background, identity, or experience. To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically.