Customer Experience Specialist (French speaking) Amsterdam • Page Personnel

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The Customer Experience Specialist - eB2B ensures a seamless order-to-delivery process by managing customer inquiries, resolving issues, and delivering high-quality service. They drive successful onboarding to the eB2B platform, enhance self-service capabilities, and collaborate cross-functionally to improve the digital customer experience.

Description

The Customer Experience Specialist - eB2B responsible for delivering outstanding customer service and ensuring a seamless order-to-delivery process within the company's eB2B environment. The role focuses on owning the customer experience end-to-end: managing orders with accuracy, serving as the first point of contact, resolving issues quickly, and ensuring customers receive the right level of support and service.

The Specialist also plays a key role in onboarding customers to the eB2B platform, providing guidance and support to drive smooth adoption and satisfaction. By creating and maintaining clear self-service resources, the role empowers customers to independently access information, improving engagement and reducing friction.

Through close collaboration with Sales, Customer Service, and Logistics teams, the Customer Experience Specialist - eB2B acts as the voice of the customer, continuously improving service levels and helping deliver a reliable, customer-first digital experience

Key responsibilities include:

Customer Service & Order Management

• Own the end-to-end order lifecycle from receipt to delivery, ensuring accuracy in quantity, pricing, packaging, and shipment timing.
• Act as the primary customer contact for inquiries and escalations, resolving issues such as damages, mis-shipments, cancellations, or order errors with speed and empathy.
• Proactively monitor orders and partner closely with CS, Logistics, and Distribution Centers to prevent delays and reduce repeat service issues.
• Deliver measurable improvements in order accuracy, timely fulfillment, and reduction of cancellations and errors.

Digital Onboarding & Adoption

• Guide customers through onboarding to the eB2B platform, ensuring strong adoption of digital self-service tools.
• Partner with Sales to enable seamless customer transition from traditional channels to digital processes.
• Track and report onboarding progress and commercial/service KPIs to ensure customers become fully enabled and engaged.
• Contribute to high customer satisfaction and retention throughout the eB2B transition.

Self-Service Enablement & Experience Optimization

• Develop and maintain customer-facing content (FAQs, guides, troubleshooting resources) to drive autonomy and reduce support demand.
• Gather insights from customers and internal teams to continuously improve the platform experience and eliminate recurring issues.
• Increase self-service utilization and reduce manual support interventions over time.

Collaboration & Continuous Improvement

• Build productive cross-functional relationships with Sales, CS, IT, and Logistics to strengthen operational performance.
• Identify and support process, system, and technology enhancements that elevate customer experience and service levels.
• Promote a customer-first mindset in digital and operational transformation initiatives.

Profile

• Fluent in English and French; Dutch and/or Italian are a plus
• Strong customer-centric mindset with excellent service and communication skills.
• Proactive problem solver with the ability to manage issues under pressure.
• 2-3 years experience in order management and customer service (ideally within a multinational environment).
• Familiarity with SAP and digital platforms (experience in e-commerce or B2B portals is a plus).
• Strong organizational skills with attention to detail.
• Ability to create simple, clear instructional content (guides, FAQs).
• Growth mindset: resilient, adaptable, and energized by digital transformation.
• Knowledge of SAP is a plus
• Available 40 hours per week

Job Offer

• Salary up to €3000 euro per month based on experience
• Travel allowance / NS travel card
• A chance to develop your skills in customer service and eB2B platforms.
• Dynamic team environment and valuable professional experience.
• Temporary contract with potential to transition into a permanent role
• Hybrid work possibility (on Mondays and Fridays only).

If you are passionate about customer service and looking for an exciting opportunity in Amsterdam, we encourage you to apply for the role of The Customer Experience Specialist eB2B

Salaris

Waar je gaat werken

Our client is a global consumer products and entertainment organization known for creating beloved play and storytelling experiences. With a diverse portfolio spanning toys, games, digital platforms, and media partnerships, they inspire joy and imagination across generations.