Consumer Care Representative (DACH)

About us

At Dorel Juvenile Europe, we create innovative products and services for growing children. Our strong brands Maxi-Cosi, Bébé Confort, Quinny, Tiny Love, Safety 1st, and Baby Art can be found in over 80 countries worldwide and it is our ambition to extend our leading position in the market. Our European Customer Service division consists of 2 departments: Retailer Care (verkoop binnendienst) and Consumer Care (klantcontact). For our Consumer Care department, we have a job opening for a service-oriented, enthusiastic, German-speaking Consumer Care Representative for our DACH team (m/f). The position is based in our EU headquarters in Helmond, NL and you report directly to the Manager Consumer Care Northern Europe. Please note that this vacancy is for a locally hired position. As such, we have a strong preference for candidates already based in the Netherlands. In any case, candidates must have current legal authorization to work in the Netherlands. Dorel will not attempt to obtain immigration and labor sponsorship for any applicants.

Your mission

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

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

You come in the office and 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 are contacting your colleague from the Export department directly, to check how we can get new coating at the customer ASAP. Next, a post was placed on Facebook yesterday, and people are reacting with questions and comments. You switch quickly to ensure that we respond neatly within an hour. Then a nice surprise! Your colleague drops a box of chocolates on your desk. It is a thank you from a consumer 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 with your team!

Your profile

• You have +2 years of 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 with us?

Top Employer

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. 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. Please ask us about this during your interview process. 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.