Customer Service Representative

Job Title: Customer Service EmployeeDepartment: Customer ServiceLocation: LelystadHours per week: 32–40 hoursPurpose of the Role:As a Customer Service Employee at CMSNL, you are the first point of contact for both B2B and B2C customers from all over the world. Your mission? To provide the CMSNL Experience — fast, accurate, and friendly service that reflects our passion for motorcycles and commitment to excellence. Whether it’s answering product-related questions, resolving order issues, or advising on parts availability, you make sure every interaction adds value.You are a crucial link between our customers and departments like logistics, sales, and product management. With your knowledge and empathy, you ensure that every rider, restorer, or professional feels understood and well-supported.Key ResponsibilitiesCustomer Contact & SupportHandles inquiries via email, chat, and phone from both individual (B2C) and business (B2B) customers.Provides expert support on orders, returns, delivery status, product availability, and technical part questions.Ensures a positive and consistent tone of voice across all communication.Issue Resolution & Follow-upActively resolves customer issues in a timely and professional manner.Coordinates with other departments (logistics, purchasing, finance) to solve customer cases end-to-end.Tracks open cases and ensures proper documentation and customer feedback handling.Service Excellence & CMS ExperienceThinks along with customers and offers solutions beyond the obvious.Identifies common questions and suggests improvements to FAQs, processes, or tools.Acts as an ambassador of CMS’s high service standard in all interactions.Collaboration & Knowledge SharingWorks closely with colleagues in logistics, product management, and the sales team.Shares customer insights and feedback to help improve catalog content and processes.Participates in product and system trainings to stay sharp and effective.Job RequirementsEducation and ExperienceMBO+ level thinking and working proficiency.Previous experience in a customer service role, preferably in e-commerce, retail, logistics, or the motorcycle/powersports industry.Familiarity with parts catalogs or technical products is a plus.Skills and CompetenciesService-minded and solution-oriented, with a proactive mindset.Excellent verbal and written communication skills in Dutch and English (additional languages are a plus).Comfortable with systems like Freshdesk, Excel, and e-commerce platforms.A passion for motorcycles or technical products is an advantage.What CMSNL Offers:A dynamic international work environment with daily contact with motorcycle enthusiasts around the globe.A growing company where initiative is valued and encouraged.A competitive salary and room for personal development.Training budget and opportunity to grow into senior or specialist roles.25 vacation days and employee discounts on parts.Workplace in Lelystad.Reports toHead of SalesCollaborates withLogisticsProduct ManagementSalesB2B and B2C customers worldwide