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. At over 700 members, that's a pretty big family, but whatever our skills or our story, whatever the task or the time pressure, we're in it together.
We're one STICHD. 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.
