Customer Service Specialist
Fieldpiece is hiring a Customer Service Specialist to join our European team in Doetinchem to work with customers, distributors and internal sales teams to manage the Return Merchandise Authorization (RMA) process.
What You’ll Do
- Serve as the primary point of contact for all RMA-related inquiries from distributors, end customers, and service partners, owning the process end to end from request intake through resolution.
- Review, validate, and troubleshoot RMA requests to ensure accuracy and completeness, coordinating repairs with Authorized Service Centers and the in-house repair center (UK).
- Manage returns and spare-parts logistics, working closely with internal teams such as Sales and Order Entry to ensure timely resolution.
- Track, document, and report on RMA activity, including turnaround times, quality, volumes, lead times, and service partner performance (KPIs) using the CRM system.
- Identify recurring issues and drive continuous improvement, supporting the standardization of the RMA process and assisting with the training and support of service partners.
What you bring
- 2+ years of customer service experience, ideally in a technical or B2B environment
- Strong written and verbal communication skills, especially by phone and email
- Highly organized with the ability to prioritize and manage multiple tasks
- Confident computer user with experience in Microsoft Office and CRM systems
- Customer-focused mindset with attention to detail and follow-through
- Language skills:
- Dutch and English required
- German preferred; Spanish or Italian is a plus
Work requirements
- Minimum 28 hours per week within business hours: 8:30–17:00
- Onsite 4 days per week with Fridays required
- Must live within 25 km of Doetinchem
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