Summary of Position:
We have a new opening in our Dutch offices in the North of Holland for a French Customer Service Representative (CSR) to join the After Sales department. This is a full-time position based at our Headquarters in Noord-Scharwoude.
This position belongs to the Customer Service team, which is one of the key areas of After-Sales Department and is composed by several international colleagues based in Holland and abroad. In this role you work together with different departments to make sure our business partners and customers get the “premium class motorbikes” they are ordering helping them enjoy the full experience.
You are First tier Contact for the French region, resolving Dealer and Customer inquiries, processing warranties using ‘Fix the customer first’ philosophy and ensuring our Warranty administration and other procedures are fully documented to guarantee the highest level of Customer Service.
We are looking for a pro-active and organized professional with international experience in a similar role, someone that can identify and act in a timely manner on challenges, thinking of solutions and creating opportunities for improvement.
What to expect in a normal workday: combination of tasks related to technical requests, phone calls from dealers, planning and reporting solutions, filling data in our systems according to process, preparing documentation, escalating when needed to direct manager or other departments. You work closely with all departments in our European headquarters and communicate daily with the French Sales team and the French Field Service Engineers based in France.

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 Manager.
• Drive continuous improvements in Warranty processing and reporting.
• Answer incoming calls and responds to inquiries in a pleasant, professional, and courteous way to maintain customer satisfaction.
• Fully record details of inquiries, comments, complaints, actions taken and interactions with our Dealers and report solutions in our Salesforce CRM system.
• Communicate and coordinate with the CSR colleagues and department Manager.
• Interact on an interdepartmental level to ensure and improve service and warranty.
• Proactive communication with Field Service Engineers and Country Managers to ensure Dealer satisfaction is maintained.
• Provide Dealer training and guidance for improved Warranty processing.
• Keep track of warranty and replacement parts.
• Keep up to date with the latest technological developments by participating in on-going product/ procedure training.
• Assist where needed in translating or review translated documents and procedures.
• Manage campaigns and recalls within Europe.

Required Education/Experience:

• Vocational Degree (MBO+) and/or at least 2 years of relevant professional experience in a Customer Service role. Work experience in an Automotive, OEM or equivalent environments is a plus.
• Proficiency level of French and good English language skills are required. Dutch and/or other languages are a plus.
• Proficiency with computer applications, including Windows Word and Excel. Knowledge of applications like Salesforce and SAP are preferred.
• Understanding motorcycles, automobiles or electric vehicles is a plus.

SKILLS AND ATTRIBUTES:

• Must be organized, great attention to detail and accuracy.
• Must have strong interpersonal and communication skills
• Active listening, problem analysis and problem-solving skills.
• Must be customer-focused and service-oriented.
• Able to multi-task on several projects and collaborate with groups and partners of various technical skill levels.
• Data collection and processing.
• A degree of stress tolerance and latitude is expected.
• Demonstrate good judgment in solving problems as well as identifying problems in advance and proposing solutions.
• Able to provide requested and unrequested advice.

Other

• Passion for motorcycles and/or Electric Vehicles is a plus.
• Limited domestic or international travel for Field Service Support may be required.

• Process and monitor Technical Support Cases and Warranty Claims in Salesforce CRM system.
• Provide a weekly run of predetermined reports to the department Manager.
• Drive continuous improvements in Warranty processing and reporting.
• Answer incoming calls and responds to inquiries in a pleasant, professional, and courteous way to maintain customer satisfaction.
• Fully record details of inquiries, comments, complaints, actions taken and interactions with our Dealers and report solutions in our Salesforce CRM system.
• Communicate and coordinate with the CSR colleagues and department Manager.
• Interact on an interdepartmental level to ensure and improve service and warranty.
• Proactive communication with Field Service Engineers and Country Managers to ensure Dealer satisfaction is maintained.
• Provide Dealer training and guidance for improved Warranty processing.
• Keep track of warranty and replacement parts.
• Keep up to date with the latest technological developments by participating in on-going product/ procedure training.
• Assist where needed in translating or review translated documents and procedures.
• Manage campaigns and recalls within Europe