Senior Customer Service Specialist (m/v/x)

Emmers Equestrian is a family-owned company, founded in 1983, and a well-established name within professional equestrian sports. We combine a warm, family-oriented culture with a clear professional structure and high quality standards.
As a leading omnichannel retailer, we offer a premium assortment of over 200 top brands. With more than 60 employees, we serve customers through four physical stores in the Benelux and an international webshop active in over 100 countries. In our stores, customer experience is central, with a strong focus on expertise, service, and hospitality.

You’ll play a central role between our customers, 4 stores, e-commerce operations and different internal departments, helping us deliver a personal, consistent and high-quality customer experience across every touchpoint. 

Key responsibilities: 

•  Support customers professionally and personally via e-mail, telephone and digital channels 
• Handle questions related to orders, deliveries, returns, products and general service 
• Build positive customer relationships by understanding individual needs and providing clear, helpful and attentive service 
• Follow up customer enquiries accurately and proactively, ensuring customers receive the information and support they need 
• Coordinate with internal teams such as e-commerce, warehouse, stores, purchasing and logistics 
• Identify recurring customer questions and feedback and translate these insights into potential improvements 
• Recognise patterns and connections between customer enquiries, returns, deliveries and other operational events 
• Help implement and optimise our new customer service platform, including workflows, templates and reporting 
• Join a bi-weekly optimisation meeting with our e-commerce warehouse 
• Actively contribute to improving processes and creating an even better and more personal customer experience 

Formal complaint handling is managed by a dedicated colleague, with whom you’ll work closely when needed. 

What you bring 

Must-haves: 

• Relevant experience in customer service, preferably within retail or e-commerce 
• A genuinely customer-first mindset and a natural ability to make customers feel heard, understood and valued 
•  Good written and spoken Dutch and English 
• Strong affinity with and knowledge of the equestrian industry, allowing you to understand our products, customers and their needs 
• Professional, warm and confident communication skills 
• A proactive and service-oriented mindset, always looking for how we can best support the customer 
• Ability to remain calm and constructive when dealing with difficult or frustrated customers 
• Professional resilience: you take every customer seriously and show empathy, without taking negative interactions personally 
• An accurate, structured and reliable way of working 
• Ability to prioritise and maintain an overview in a fast-moving environment 
• An analytical mindset and the ability to recognise patterns and connections between different events and customer enquiries 
• Confidence in communicating and collaborating with different departments and internal stakeholders 
• Strong digital skills and the ability to quickly learn new systems and tools 
• Ability to work independently, take ownership and show initiative 
• Flexibility to work on Saturdays 

Nice to have 

• Good spoken French is a strong advantage 
• Good spoken German 
• Experience with customer service or ticketing platforms 
• Experience within international e-commerce 

• Join a passionate, driven and fast-moving team in a premium niche industry 
• Dynamic workspace in Hamont-Achel 
• A senior role with ownership and direct impact on our customer experience 
• Opportunity to help shape and professionalise our customer service operations 
• Close collaboration with e-commerce, our 4 stores, warehouse and other departments 
• Market-conform salary aligned with your experience and expertise 
• Attractive staff discounts across the Emmers assortment