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About the job

Title: Service Coordinator Benelux

Reports To: European Service Manager

Education: MBO degree

Location: Amsterdam, The Netherlands

General Description:

You are responsible to deliver an excellent service experience to our customers, manage day-to-day business and develop appropriate standards and processes to continuously elevate the overall service experience. This position interacts with all corresponding departments and our other offices located in Europe, to provide and process information in response to (technical) inquiries, concerns, complaints and other product related questions.

Duties & Responsibilities:

• Customer focused: support retailers (B2B) either by telephone or electronically concerns or complaints

• Is the single point of contact for our HQ in China for aftersales topics

• Process warranty claims of the dealers in our Exact ERP system

• Operate mainly from your desk where you advise and follow up on customers on technical

queries

• Manage service level agreements

• Obtain and evaluate all relevant information to handle inquiries

• Operational excellence: you must understand and own every aspect of the service center’s performance

• Advise and follow up on customers on technical queries

• Direct requests and unresolved issues to the designated resource

• Communicate and coordinate with internal departments

Qualifications:

• MBO degree preferable in a technical area

• Excellent knowledge of customer service principles and practices

• Technical acumen is required – you must develop a knowledge of all Segway products

• Knowledge of administrative procedures

• Able to work independently and exercise good judgement

• Fluent in English and Dutch, both verbal and written

• Advanced use of Microsoft Office

Personal Skills:

• Proactive attitude and taking initiative

• Team player with excellent communication and listening skills

• Customer driven mindset

• Problem analysis and problem-solving

• High attention to detail and accuracy

• Data collection and ordering

• Stress tolerance