Are you at the start of your customer service career and eager to learn by doing? As a Junior Customer Service Representative at HVEG in Almelo, you will support customers from multiple brands via email, phone, chat and WhatsApp/social channels. You are the friendly first point of contact and will gradually learn how to combine service excellence, brand experience and commercial opportunities.
You will join a newly established central, multi-brand customer service department. Together with your colleagues, you will help build clear processes and learn on the job how a professional customer service operation works.
What will you do as a Junior Customer Service Representative?
In this junior role, you will be involved daily in answering and handling customer enquiries. You will work in Trengo and learn how to clearly register, follow up and close customer interactions. You will regularly coordinate with colleagues from logistics, finance, e-commerce and marketing to resolve questions and issues carefully and accurately.
You will learn how to translate service interactions into sales opportunities, for example by suggesting alternatives when products are out of stock, proposing bundles or encouraging repeat purchases. Where appropriate, you will apply customer-friendly upselling and cross-selling; in other cases, you will smoothly hand over opportunities to E-commerce or inside sales. Throughout, you will always keep the customer experience top of mind and communicate in an empathetic and professional manner.
In addition, you will help bring structure to daily operations. You will contribute ideas on work instructions, templates and tagging, and learn how these support efficiency and consistent service. Signals from customer interactions—such as frequently asked questions, recurring issues or product feedback—will be shared with the team so that improvements can be made together. You report to the Service & Care Lead (Laura Wormgoor).
Your responsibilities include:
• Answering and handling customer enquiries via email, phone, chat and WhatsApp/social in Trengo.
• Registering, tagging and following up on cases according to brand-specific guidelines.
• Checking customer and order details in Navision/Business Central, Shopify and Shopware.
• Coordinating with logistics and finance to arrive at suitable solutions.
• Supporting complaint handling by gathering information, monitoring turnaround times and keeping customers well informed.
• Contributing ideas on work instructions, templates and short DM and email templates for follow-up messages.
• Identifying and sharing trends such as frequently asked questions, failure reasons and feedback on products or sizing.
What do we offer you as a Junior Customer Service Representative?
• A salary in line with a junior position (based on 40 hours, depending on experience).
• An employment contract of 32 to 40 hours per week.
• 25 vacation days plus 3 additional days off and 8% holiday allowance.
• A solid pension scheme.
• 30% employee discount on HVEG brands and a discount on a sports subscription.
• Plenty of opportunities to learn and grow through the HVEG Academy and on-the-job coaching.
• A position within a new, central customer service team where you can grow along with the department.
• Location: Almelo, with hybrid working by mutual agreement.
• Daytime working hours, with willingness to occasionally work evenings or weekends as service availability expands.
What do we ask from you as a Junior Customer Service Representative?
• 0–2 years of experience in customer service, retail or e-commerce support.
• Strong communication skills in Dutch; good command of English. Knowledge of German and/or French is a plus.
• Digitally savvy and quick to learn new systems (Trengo will be learned on the job).
• Experience with inbox or ticketing systems such as Trengo, Zendesk or Freshdesk.
• Basic knowledge of Shopify/Shopware and experience with Navision/Business Central.
Who are we?
HVEG Fashion Group has been active in the fashion industry since 1989 and builds strong brands where customer experience and quality are key. Guided by our core values—teamwork, reliability, sustainability, entrepreneurship, innovation and open-mindedness—we work every day to support our customers and grow our brands.
Our head office is located in Leusden, from where our central teams support multiple brands. We also operate from several locations, including Almelo. Customer service plays a vital role within the central team: this is where customer questions, feedback and insights come together. As a central team, we ensure customers of our various brands are helped quickly, personally and in line with each brand.
You will work in an open, collaborative environment with plenty of room to learn, contribute ideas and gradually help professionalise our customer service operation.
Interested?
Feeling enthusiastic? Email solliciteren@hvegfashiongroup.com or call/WhatsApp Arianne at +31 6 10230958.
Diversity & Inclusion
At HVEG, we believe differences make us stronger. Everyone is welcome to apply.