Consumer Care representative

Helmond
, 
Netherlands
20 de febrero de 2025

About us

At Dorel Juvenile Europe, we create innovative products and services for growing children. Our strong brands like Maxi-Cosi, Bebeconfort and Tiny Love can be found in over 80 countries worldwide and it is our ambition to extend our leading position in the market.

Your mission

Alongside your colleagues, you ensure excellent service, you amaze our consumers and surpass their expectations. You will get a satisfying, independent position with a lot of freedom. Within the team, having fun and focus on results go hand in hand.

Our European Customer Service division consists of 2 departments: Retailer and Consumer Care. For our Consumer Care department, we have a job opening for a service-oriented, enthusiastic, German / English-speaking Consumer Care Representative for our DACH team. The position is based in our EU headquarters in Helmond, NL and you report directly to the Team Leader Consumer Care Northern Europe.

Key responsibilities

  • You answer questions and complaints via live chat, e-mail and phone with customized solutions in line with our Dorel Service Promise.
  • You work with ERP and CRM systems to answer all questions, register and plan follow-up activities.
  • You propose improvements in response to consumer questions.
  • You recognize opportunities that can lead to the improvement of our processes.
  • You register improvements through internal systems. In this way you make Dorel every day a little bit better for our customers.

What a typical day could look like: After you have a catch up with your colleagues at the coffee machine, the first consumer contacts you via live chat. Her car seat has a defect, and she needs assistance. After a good analysis of the problem, you arrange that the car seat will be picked up and quickly delivered to our Repair Center in Helmond. You tell the consumer that she can expect the repaired car seat back within a few weeks.
Meanwhile, you get an email from a consumer who lives in South Africa and has a question about her stroller, the coating (fabric) is not good anymore. This falls under our warranty and you contact your colleague from the Export department immediately, to check how we can get new coating at the customer ASAP.
Then a nice surprise! Your colleague drops a box of chocolates on your desk. It is a thank you from a customer that you helped last week and sent a small present (bath toys) as a final follow-up. The consumer was so happy with this, that she sent a picture of the baby with bath toys. You of course share this picture and the chocolates with your team!

Your profile

  • You have relevant experience in a similar position.
  • You have excellent communication skills.
  • You are empathic and flexible.
  • You have excellent English and German language skills. If you also speak Dutch, this is a plus.
  • You have affinity with social media.
  • You think ahead and dare to take the initiative.
  • You are available 32-40 hours per week.

What we offer

  • A salary between € 2.500 and 2.900 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.
  • Extensive retirement plan.
  • 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.
  • Besides work there is time for fun such as team outings or our Workout on Wheels bootcamp every Tuesday.

N.B. This position is eligible for our internal ‘Refer a Friend’ policy. Please ask your HR Manager for the terms that apply.

Are you ready to grow?

Working at a Top Employer 

 

We are thrilled to have been officially certified as a 'Top Employer' for 2023 and 2024 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.  For more information, visit the Top Employers Institute's website. 

About Dorel Juvenile

Dorel Juvenile is the world's leading juvenile products company. Our well-known products and strong brands Maxi-Cosi and Tiny Love are complemented by regional brands and are available in more than 100 countries.

We are proud to work with 2.700 highly driven professionals in 25 different countries. All our talented employees share the same mission: to Care for Precious Life. We help families live carefree lives by providing them with juvenile products with the highest safety and comfort standards.

Our frontrunner mentality matches our position as a global market leader. Being first means we forge our own path; we explore new ways to enhance our brands. We are continuously reinforcing our leading position and believe that team spirit, personal drive, and accountability can make a real difference in achieving sustainable growth. A vital element of our daily operations is the strong connection we maintain with our consumers. We engage with them wherever they are, so they will always benefit from our products and services, even in ways they did not expect.

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