Customer Service Expert (Ecommerce)

Full-time/part-time, 38 or 32 hours per week

Are you ready to improve the customer experience for millions of Action webshop customers? As our new E-Commerce Expert Customer Service, you’ll play a key role in shaping how we support customers—by shifting service towards smart self-service solutions and improving First Time Right performance. You’ll be the E-Commerce domain expert within Customer Service, working closely with internal teams and external partners to ensure our customers get fast, clear, and consistent support across all touchpoints.

Within the Digital – Customer Service department, you’ll translate customer insights into concrete improvements, helping Action grow its e-commerce operations across Europe.

As part of the Customer Service Experts team, reporting to the Team Lead Customer Service Experts, you’ll focus on optimizing e-commerce customer service processes and knowledge. Because customer service for the Action webshop is outsourced, you’ll work closely with our external customer service partner to monitor performance, resolve issues quickly, and continuously improve quality.

You collaborate daily with the E-commerce team, distribution center, and Customer Service stakeholders, using data and insights to reduce service demand and improve customer satisfaction.

Some examples of your tasks:

• Maintain daily contact with our external customer service partner, answering questions, monitoring backlogs, and managing service levels
• Coordinate quickly with internal teams when issues arise and ensure all stakeholders are well informed
• Publish and update information on Customer Service pages so customers and Service Reps can resolve questions independently
• Participate in daily stand-ups, weekly check-ins, work sessions, and evaluations with the E-commerce team
• Analyze incoming complaints and customer questions to identify trends and recurring issues
• Evaluate the top 5 complaints and return reasons monthly and ensure insights are shared with the E-commerce team
• Work closely with the E-commerce distribution center to ensure orders are shipped on time and issues are resolved immediately
• Contribute ideas to improve processes and make things easier for customers
• Report regularly to the Team Lead on status, performance, trends, and improvements within E-commerce customer service
• You’ll work in an environment where collaboration, speed, and continuous improvement are key.

With tens of millions of customers across Europe, Action continues to grow rapidly—both in stores and online. Our Digital organization plays a crucial role in this growth, ensuring a seamless experience from webshop to store. The Customer Service team supports this by making customer interactions simple, efficient, and customer-friendly.

We work in agile teams, use data to drive decisions, and continuously improve our processes. Learning every day, working together, and making a real impact for our customers—that’s what motivates us.

You’re proactive, analytical, and customer-focused. You enjoy improving processes, working with data, and collaborating with multiple stakeholders. You understand how e-commerce, customer service, and digital platforms come together to create a great customer experience—and you’re not afraid to take ownership.

In addition:

• Completed MBO+ qualification in a relevant field such as E-commerce or Retail
• 4+ years of experience within your field of expertise, preferably in a retail or e-commerce environment
• Experience working with digital commercial platforms and/or digital projects in an agile environment
• In-depth knowledge of e-commerce customer service processes
• Experience with Customer Service or knowledge management tooling (e.g. SAP Service Cloud, Excel, PowerPoint)
• Strong written and verbal communication skills in Dutch and English
• Intermediate to advanced communication skills in additional languages are a plus
• Structured, solution-oriented, and comfortable working with multiple stakeholders

A surprising amount! From our international headquarters in the Netherlands, you’ll have a direct impact on how millions of customers experience Action online. We welcome over 15 million customers every week to more than 3,000 stores in 13 European countries—and our e-commerce operations keep growing fast.

Because Action is growing, so can you. New roles, innovation projects, and development opportunities are always within reach. All of this in a culture where our values are truly lived: customer focus, teamwork, simplicity, discipline, cost-consciousness, and respect.

You can also count on:

• A competitive salary based on a 38-hour working week
• 24 days of vacation with the option to purchase 5 additional days (based on 38 hours)
• A fixed-term contract with the intention of a permanent contract
• Flexible working hours and the option to work from home up to 40% of the time, in consultation with your team and manager
• A good pension scheme and travel allowance

Action is more than just stores. We actively work to make a positive impact on society and the environment. We sponsor over 2,500 children worldwide through SOS Children’s Villages, represent 155 nationalities across our teams, source cotton and wood sustainably, and use energy-efficient LED lighting in almost all our stores.

We’re proud to be an inclusive employer and warmly invite anyone who identifies with this vacancy to apply. So take action and apply now!

What happens next:

• Response to your application within 14 days (usually sooner)
• First interview with the manager and a colleague
• Second interview with additional team members
• Welcome to Action

Throughout the entire process, your recruiter will be your permanent point of contact and happy to answer any questions.