Working among the latest products for dogs and cats, in a monument like the Van Nelle Factory, with working hours that fit your life. And do you have a dog? They're welcome to come to the office. What we ask in return: that you are the one who gets things done. Does a pet store call because the box of dog treats for tomorrow's promotion is missing? Then you immediately find out where that box is, arrange a solution, and call the retailer back before they even have to follow up themselves. Do you recognize yourself in this? Then we are looking for you!

Warmako is an international wholesaler with dozens of innovative brands for dogs and cats, such as Almo Nature, KONG, and District70. Our clients are pet stores, chains, and online players across Europe. For our team in Rotterdam, we are looking for a Customer Service Representative. In this role, you will be the first point of contact for our customers and ensure that every question, complaint, or order is handled quickly and effectively.

Tasks

Our customers order daily via our business webshop, by email, and through our representatives. You ensure that everything runs smoothly and that customers enjoy working with Warmako.

You will be daily busy with questions such as:

• Where is this retailer's shipment and when will it arrive?
• How do we resolve this complaint so that the customer remains satisfied?
• Which orders have been received by email and need to be processed today?
• How do we prevent this problem from recurring next week?

You will have a lot of contact with retailers and our own representatives in the Netherlands and Belgium. They will call or email you with questions about deliveries, products, returns, and credit notes, and you will ensure that it is all handled.

A typical workday might look like this:

You start the day by checking the mailbox and phone calls from retailers: a question about a delivery, an order received by email, and a complaint with photos of a damaged product. You look up the shipments, inform the customers, and create a credit note where necessary.

Later in the morning, one of our representatives calls from a store: their customer wants to know the status of an ongoing order. You immediately look up the status and report back, so the representative can finalize the conversation in the store.

In the afternoon, you process the incoming orders in our system and notice that the same complaint has come up three times this week. You investigate what is going wrong and coordinate with supply chain colleagues to resolve it structurally.

At the end of the day, you review all open items so that no customer has to wait unnecessarily for an answer.

You work daily with various colleagues: field representatives, logistics colleagues about deliveries and stock, and sales support about promotions and key accounts.

Requirements

• You are a fixer. You take things on and ensure they are completed. You don't leave a customer with a problem waiting or pass them on; you are only done when it is resolved.
• You communicate pleasantly and clearly, both by phone and email. You are perfectly fluent in Dutch and proficient in English, as some of our brands and colleagues are international.
• You work accurately. Orders, credit notes, and complaint registrations must be correct, as our customers and representatives rely on your answers.
• You enjoy working independently. With us, you won't get a rigid job description or daily check-ins, but the freedom and trust to organize your own work.

Benefits

• A strong culture: We believe that a good culture is the foundation for great results. We work transparently, with short lines of communication and plenty of room for new ideas. Everyone's opinion matters here, and everyone is equally important. We work together, help each other, and organize fun activities.
• Your dog can come to the office: we regularly have colleagues' dogs in the office. This is fitting when you work for dog and cat brands, and there's always something new to test.
• Possibility of working from home: many colleagues work from home 1 to 2 days a week. However, we do find it important that you are in the office most of the time to brainstorm, consult, and get inspired together.
• Flexible working hours: some colleagues start early and finish around 4:00 PM, others start later and work a bit longer.
• Discounts: Through our shops, you can order products for your dog or cat with great discounts, and we regularly have new items to test.
• Great workplace: An informal, international working environment within a fast-growing company, located in one of Rotterdam's most beautiful locations: the Van Nelle Factory. The building has a canteen where you can have lunch. On the premises, you'll find BBQ restaurant Black Smoke, a post office, a small shop, and an Upfront supermarket, among others.
• Growth opportunities: We are gradually automating routine work such as order processing and tracking shipments, and you will contribute to this. This will shift your role more towards proactive customer contact and seizing commercial opportunities you hear about in customer conversations. Our team in the Netherlands consists of approximately 15 colleagues, and many of them have progressed to other positions in recent years.
• Personal development: right to a study budget. This can be used for anything. From reading books to taking courses and attending great events. Your goals are central, and the focus is on continuous development and growth.
• Secondary employment conditions: You get 24 days off per year (based on 40 hours). We also offer a good pension scheme, travel expense reimbursement, and a study budget. For your work, you will receive a laptop and a (portable) monitor with all accessories, so you can work comfortably both in the office and at home.

Excited? Then apply for the vacancy via this link: Warmako (Rotterdam): Customer Service Representative | Brands for dogs & cats (24-32 hours)