We're in business to save our home planet. Founded by Yvon Chouinard in 1973, Patagonia is an outdoor apparel company based in Ventura, California. As a certified B Corporation and a founding member of 1% for the Planet, the company is recognized internationally for its product quality and environmental activism, as well as its contributions of more than $240 million to environmental organizations. Its unique ownership structure reflects that Earth is its only shareholder: Profits not reinvested back into the business are paid as dividends to protect the planet.

Job Title:Interim Customer Service Representative

Reports to:Customer Service Supervisor

Direct Reports:0

Location:Amsterdam

Hybrid:working from home for maximum 3 day per week

Your Role

We're in business to save our home planet. Your role will contribute to this purpose by being the face of our company, providing an excellent experience to customers reaching out to Patagonia Europe. Your role is crucial in maintaining and building customer relationships, ensuring that every interaction reflects our company's values of quality, integrity, justice and environmental responsibility.

Your Main Tasks

•Deliver a prompt, reliable and high-quality service and operational support to customers through various channels including phone and email

•Efficiently and effectively resolve customer inquiries, complaints, and issues, ensuring an excellent experience that drives satisfaction and retention

•Assist customers with placing orders, tracking shipments, processing returns and repairs and managing exchanges

•Partner with the customer and internal stakeholders to remedy customer concerns and deliver the best experience possible

•Provide accurate information regarding our products, customer orders, company service guidelines, and company campaigns

•Maintain an in-depth understanding of Patagonia's products and services to offer accurate information and advice to customers

•Assist in proofing various translations (incl. Patagonia EU website) when required

•Proactively troubleshoot and provide input for process improvements.

•Perform additional customer service tasks, including participation in team or various improvement initiative

What we're looking for

•An inclusive mindset

•Language Skills: Fluent in German and in English; in addition fluency in other European language is a plus

•Ability to communicate effectively using active listening and being fully present

•Strong soft-skills and communication skills, both written and verbal, that can be shared with a wide variety of people while remaining clear, confident, accurate, professional, objective, and inclusive

•Ability to provide service and operational support through multiple avenues such as phone and emails

•Developed organizational and prioritization skills, with the ability to fulfill commitments, remain reliable punctual, and on-time

•A positive outlook, promoting constructive responses to the challenges of work

•Resourcefulness in problem-solving

•Ability to navigate browsers and assist customers using different platforms and systems (such as Microsoft D365, Salesforce, PowerBi)

•Flexible and adaptable

•Teamwork mindset while demonstrating the ability to work on own initiative

•An appreciation of the outdoors

•An interest in saving our home planet and making a positive impact through your work

What we offer

Our offers are based on relevant experience and skills, allowing us to ensure internal equity and consistency across the team.

Every offer we make is carefully reviewed by our People + Culture team. To avoid creating or reinforcing pay gaps, we do not base our offers on a candidate's previous salary, salary expectations, or negotiation skills

We offer the following benefits:

•25 days holidays per year (pro-rated if you work part-time)

•Pension scheme with 24.75% contribution (17.25% paid by employer and 7.5% paid by employee) enhanced with secondary pension scheme subject to eligibility criteria

•40 EUR (net) WFH allowance paid monthly (pro-rated if you work part-time)

•Reimbursement of public transportation when commuting to the office

•Onsite catered lunches available 4 days per week (Monday, Tuesday, Wednesday, and Thursday) for an employee contribution of EUR 4 per meal

•Company laptop and mobile phone if needed for your role

To find out more about what we offer our employees click here: https://eu.patagonia.com/nl/en/what-we-offer/.

Justice & Belonging

We commit to becoming an anti-racist and anti-discriminatory company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.

We foster a welcoming and respectful environment where every member of our EMEA team feels included, respected and empowered regardless of their race, colour, ethnicity, nationality, culture, religion or belief, sex, gender, gender identity or expression, sexual orientation, family or marital status, socio-economic background, disability, age, neurodiversity, or any other aspect of identity or lived experience.

Recruitment Process

If your application is successful, you will be contacted by one of our recruitment team within 4 weeks to set up a first interview who will talk you through the full interview process.

We strive to make unbiased decisions and to offer a great experience to every person who applies for a role at Patagonia. Our interviews include standardised questions that focus on the aspects that are important for success in the role.

Whilst we love hearing from people who are passionate about Patagonia and our purpose, we ask that all applications are submitted through our official application process, including a CV and cover letter. To help us maintain a fair, consistent and objective experience for all candidates, we are unable to review applications or respond to recruitment enquiries received by email, LinkedIn Inbox or other channels outside of the advertised role. Applying through the application link ensures every candidate is considered using the same process and receives equal opportunity throughout the recruitment journey.

Please make sure that your CV and cover letter are in English.