CUSTOMER SERVICE ANALYST – AMSTERDAM
Would you like to make a big impact on the success of Starbucks? Do you have experience in both retail and customer service? Do you get energy from building relationships, problem-solving, and collaborating with both customers and colleagues? Then join us at Starbucks!
About the role
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As a Customer Service Analyst you are part of the Customer Service Team in London. From our office in the Amsterdam Roasting Plant, you represent this team for the Netherlands. You meet your direct colleagues at least four times a year in London and they will also meet you in Amsterdam.
As the first point of contact, you are in contact with our licensees from different markets all day long. From the system, you and the team ensure that customers are optimally served by telephone and email. Due to the evolution of our technologies, you collect important data and you know how to interpret it using reports so that we can continuously improve our service and processes. With a world class customer service as our goal.
You work closely with Store Partners, Licensees, IT EMEA & US, Category & OPS Services, other SCO functions and Operations. You have weekly operational calls with planning and CRMs and monthly market reviews.
In this role you report directly to the Customer Service Manager in London (open position).
Tasks and responsibilities
- You provide support and ownership with respect to exceptional business requirements (seasonal promotions, new store opening, special events, etc.) that will be critical to the growth of the Starbucks brand;
- You identify and highlight continuous customer service improvement and cost saving opportunities from retrospective data and liaise with contracted logistics provider, other Supply Chain functions and the business channel;
- Communicate courteously, calmly, and promptly at all times, with all customers by telephone, email and face to face, building positive relationships, and progressing escalations to a satisfactory conclusion within set lead times and develop feedback or complaints procedures for customers to use;
- Ensure that we are providing world class customer service through continuous improvements initiatives and a designated operating system;
- Investigating and solving customers' problems, which may be complex or long-standing that have been passed on by the lead logistics provider customer service assistants;
- Weekly operational calls with planning and CRMs and monthly market reviews;
- Day to day liaison and prioritisation with the warehouse on order status.
About Starbucks EMEA
By bringing people together over coffee, Starbucks has become one of the world’s best-known and best loved companies. Working at Starbucks is a lot like working with your friends! When you work here, you’re not an “employee” – we call ourselves “partners” because we believe in shared common goals and mutual success. Our partners are our most valuable resource.
Our story began in 1971. Back then we were a roaster and retailer of whole bean and ground coffee, tea, and spices with a single store in Seattle’s Pike Place Market.
Today, we are privileged to connect with millions of customers every day with exceptional products and more than 28,000 retail stores in 76 countries.
We call our corporate office a “support centre for a good reason – everything we do there is to support our retail store partners and in turn, make an impact on the communities we serve. Our London and Amsterdam offices support the Europe, Middle East and African markets.
About you
Do you recognize yourself in this profile?
You…
- Want to provide the best service and you have a solution-oriented and pro-active attitude;
- Have experience within retail (preferably with Starbucks) and customer service experience;
- Have excellent communication skills in English, both orally and in writing. Any additional language is preferable;
- Are computer-savvy and you quickly master new systems. You have good Excel skills and preferably experience with Freshdesk;
- Have excellent interpersonal/communication skills, you are full of energy and have a “Can-do” attitude;
- Have the ability to communicate at all levels within the organization
- Are able to explain practices, procedures, and policies to reach agreement with Customers, other functions and/or lead logistics providers;
- Have at least 2+ years of relevant experience as an individual contributor.
What can you expect from us?
In return, we'll offer you a good salary as well as benefits including:
- A 12-month contract. If we are happy to work with each other, an indefinite contract will follow;
- 25 days holiday a year plus 4 balance days;
- Pension plan (personal contribution is only 1.5%, we pay the rest);
- Life assurance provide a lump sum for your family should the worst happen;
- Bean stock option: share in the financial success of the company through shares of Starbucks stock;
- Two free bags of coffee each week and a 30% partner discounts on food, beverages, and merchandise;
- It is possible to work from home: at least 2x a week you are expected at the office in Amsterdam.
Are you excited about this role?
Simply apply via our website www.starbucksemeeacareers.com. If you have any questions, please contact Mischa Tan – interim Recruitment Specialist via mictan@starbucks.com.
Starbucks is committed to building an inclusive and diverse workforce. All applicants and partners will be treated fairly, without regard to race, religion, sex, nationality, age, physical or mental disability, sexual orientation, marital status, gender identity and expression.
