Customer Service and Parts & Accessories Representative Iberia / Italy

We have a new opening in our Dutch offices in the North of Holland. This role combines Customer Service (CS) and Parts & Accessories (P&A). You are the first-tier representative for the Iberia and Italy regions

The CS / P&A Representative Iberia / Italy is a pivotable role interacting with the CS and P&A teams. In this role you are the first tier contact for our Spanish and Italian Dealer network and Customers You provide them with a service and support that matches our premium Motorcycles. You organize the Parts & Accessories product ordering and management, facilitating timely and organized deliveries to your region and support the rest of the territories. You interact closely with various departments, and team members, to guarantee that Warranty claims and parts orders from our network are processed in a timely manner. The CS and P&A teams at Zero Motorcycles EMEA in Noord-Scharwoude (NL) are looking for a pro-active and organized professional with international experience, someone that is eager to support our network.

What to expect in a normal workday: processing Warranty claims and customer care. Next to this you are processing the Parts & Accessory orders from our partners. You also respond to emails and calls from our customers and providers. You have a good eye for detail and can work well both independently and in a team. You focus on quality of service and building long-term relationships with our partners. Your first-tier responsibility is the Iberia and Italy region.

The CS / P&A Representative Iberia / Italy is a fulltime position. In this split role you will be working part time with the CS department and part time with the P&A department. This position is based in Noord-Scharwoude, The Netherlands. You will report directly to the Customer Service Manager EMEA as well as the Parts & Accessories Manager EMEA. This is a full-time job (40h a week on-site).

About us:

Zero Motorcycles is the next step in motorcycle evolution. By combining the best aspects of a traditional motorcycle with today’s most advanced technology, Zero produces high-performance electric motorcycles that are lightweight, efficient, fast off the line and fun to ride.

Once a burning idea conceived inside a Santa Cruz, California garage, we are rapidly growing in Americas and EMEA and at the moment have presence in more than 10 countries; selling more than any of our competitors all together and with an average growth rate of 30% each year, this is a very interesting company to work for. Do you want to join the journey?

We are committed to make the world better by our zero emission technology while our customers enjoy a new type of motorcycling style. Zero Motorcycles creates a superior riding experience with its transformational line of electric powered motorcycles. Our people are driven by innovation, charged by passion, guided by integrity, and measured by results.

Key Responsibilities:

• Process and monitor Technical Support Cases and Warranty Claims in Salesforce CRM system.
• Provide a weekly run of predetermined reports to the department Managers.
• Fully record details of inquiries, comments, complaints, actions taken and interactions with our Dealers and report solutions in our Salesforce CRM system.
• Proactive communication with Field Service Engineers and Country Managers to ensure Dealer satisfaction is maintained.
• Answers all incoming CX and Parts related calls and inquiries in a pleasant, professional, courteous, and timely fashion to maintain customer satisfaction.
• Processes and monitors Parts & Accessory orders in our ERP systems: SAP and Salesforce.
• Communicate, coordinate and cross train with the Customer Service, Factory Service Center, Logistics department and Dealer network to ensure timely supply of Warranty replacement parts.
• Proactively communicate Parts & Accessory inquiries to ensure that Customer and Dealer satisfaction is maintained.
• Keep track of returned parts and warranty replacement parts. Make sure that the Return Material is authorized and managed.
• Participates in on-going product / procedure training.

Required Education/Experience:

• You have at least an MBO+ degree in a related area and- or you can demonstrate at least 2-3 years of working experience in similar positions. (International) experience in (bilingual) Automotive, OEM or equivalent companies is a plus.

Skills and Attributes:

• You are proficient in either English or Dutch and native in Spanish and Italian. Portuguese is a plus.
• You are available full-time.
• You have at least 2-3 years experience in customer service, sales operations, warranty, or supply chain; You see things from a helicopter view but can tackle the needs with accuracy.

• Have a commercial mindset; You can think and understand both the customer as well as sales perspective, and weigh customer requirements against sourcing capacities and capabilities.

• Organized, superior attention to detail and accuracy. Proficient administrative skills, proactive and multitasker.
• Strong communication skills.

• Enjoy working with people and have good analytical skills, and an objective mindset.

• Both strong team-player as independent worker.
• You are hands-on, decisive, and proactive. You think along with the customer, come up with solutions and achieve positive results for all stakeholders.
• You enjoy contributing to the success of our company, at Zero Motorcycles you can put your entrepreneurship, initiatives and can-do mentality to good use.
• You have good Microsoft Office skills (excel at advanced level is an advantage).
• Experience with SAP OTC or other similar ERP systems is mandatory.

Other Requirements

• Passion for motorcycles and/or Electric Vehicles is a plus.
• Occasional business travelling (both domestically and internationally) might be required.

Why Zero Motorcycles?
We are still a small team but growing fast and our colleagues are spread in 8 countries. We have a diverse population with more than 10 nationalities, and we all speak multiple languages. We are open for any improvement ideas and celebrate our / your successes as much as we can.

It’s a lot of fun, we have some outside lunches at snack bar, Friday drinks occasionally, when weather allows, we organize barbecues, and we are crazy about our Xmas parties. If you like to work at events / fairs you can sometimes participate at a national and international level, and of course, you can grow with us and develop your career. We love to see you succeed!

Additionally

• A competitive salary with opportunity to join stock program for employees.
• Open doors culture, very driven and fun colleagues.
• Possibility to work from home once a week.