Patagonia - Customer Service Training & Quality Supervisor (f/m/d) - Amsterdam

Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognised internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.

Your role:

We’re in business to save our home planet. Your role will contribute to this purpose by developing the training and tools necessary for our Customer Service team to deliver a great customer experience to our communities. You will do so by designing and implementing training programs and quality assurance processes to enhance the performance and effectiveness of the Customer Service team and ensure all customer interactions meet the highest standards of quality and service excellence.

Main tasks:

Training Program Development & Management

• Responsible for a successful onboarding journey of our Customer Service (CS) Representatives:

• Design, develop and implement comprehensive training programs for new hires, focused on 4 pillars: Technical Hard Skills, Patagonia Tone of Voice, Product & Core Sports Knowledge and Activism knowledge

• Create and update training materials, manuals and e-learning content

• Deliver training sessions using various methods such as in-person, virtual, and hybrid formats

• Perform skills assessment on new hires before releasing them from training

• Drive the ongoing training plans of our CS Representatives, focusing on the quality of the customers interactions:

• Assess training needs through surveys, quizzes, feedback and performance metrics

• Design and adjust programs according to the team or individual’s needs

• Develop, maintain and deliver refresher trainings before peak period

Quality Assurance Management

• Develop and implement CS quality assurance processes to monitor and evaluate customers interactions

• Conduct regular audits of customer service calls and emails to ensure compliance with company standards

• Develop and maintain quality scorecards and performance metrics to track team performance

• Work closely with the Customer Service Manager to provide detailed feedback and coaching to Customer Service Representatives based on quality assessments

Continuous improvement and best practices

• Work closely with other departments and Regions to ensure alignment of training and quality initiatives with overall company goals

• Make improvements recommendations of Customer Service processes and procedures

• Foster a culture of continuous improvement within the customer service team

• Supporting operational projects completion through change management and training

What we’re looking for:

• Passion for delivering the best customer service experience

• 5+ years’ experience in customer service, with at least 3 years in a training or quality management role

• Experience in designing and delivering effective training program required

• Keen attention to detail and analytical skills. Experience in performance metrics is advantageous

• Strong verbal and written communication skills

• Ability and willingness to create, review and update texts and documentation

• Ability to work independently and collaboratively within a team environment

• Strong coaching skills with the ability to inspire and motivate a team

• Very organized person with ability to handle different tasks simultaneously

• Self-starter attitude, flexible and adaptable

• Fluent English, other languages are a plus

• A love of the outdoors

• An interest in saving our home planet and making a positive impact through your work

It’s a plus if you also have the following:

• Experience with a Learning Management System or any Training Platform

Other important details:

• This is a Full-time position based in Amsterdam

• We have a hybrid work model, working from home for maximum 3 days per week

• We strive to make unbiased decisions and to offer a great experience to every person who applies for a role at Patagonia. Our interviews include standardised questions that focus on the aspects that are important for success in the role. For this role there will also be a practical assignment, where you can showcase your skills

• To find out more about what we offer our employees click here: https://eu.patagonia.com/nl/en/what-we-offer/

At Patagonia, we commit to becoming an anti-racist company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.

Every person who applies to join Patagonia receives equal employment opportunities, and we value a welcoming environment where each member of our EMEA team feels included, respected and empowered, regardless of their race, colour, religion, gender, gender identity or expression, sexual orientation, civil status, national origin, disability or age.

At Patagonia, we strive to have inclusive representation within our organisation and embrace a diverse mix of talent to contribute to our culture. We actively seek applications from Black and People of Colour (BPOC) and other underrepresented groups.

As we are in business to save our home planet, we can only do this together.

Please make sure that your CV and cover letter are in English.

Disclaimer for recruitment agencies:

Thanks for your interest in supporting us for this role, but we don’t accept unsolicited CVs from recruitment agencies