enviolo (Netherlands) - enviolo products (stepless and automatic shifting solutions) are a component product used in bikes and eBikes. We are an ingredient brand and primarily sell to bike manufacturers (OEMs) and bike sharing program operators (push strategy); not to bike dealers or consumers. The majority of bikes and eBikes with enviolo products are sold through specialty bike dealers. Dealers are in the best position to recommend enviolo products, making our service, customer experience and education great is crucial to positively influence the (e)Bike dealers.

Delivering an outstanding customer experience is something that should be in the DNA of the Customer Experience & B2B Development Specialist. We have the ambition to make service great and doing business with enviolo easy. The Customer Experience & B2B Development Specialist plays a crucial role in realizing that ambition.

Primary relationships:

This position reports to the enviolo customer experience manager and serves as a member of the customer experience team in the brand experience (bx) department.

Internally the primary working relationship is with your colleagues in the Marketing & Customer Experience teams. Beyond those teams, this role will collaborate closely with the Operations and Business Development teams.

Externally your are the “voice and face” of enviolo and the main contact point for all enviolo customers e.g. OEMs, Bike Share customer and Dealers. All external customer communication is routed via the Customer Experience team.

Job summary:

In line with the overall enviolo strategy; be a key member of the customer experience team during the ‘peak’ season. Execute and run the General Dealer Program (in-field retailer education, activation, promotional activities) in the ‘off’ season.

Key responsibilities and tasks:

Customer Experience Support:

• On a daily basis providing an outstanding customer experience to the different type of enviolo customers: OEMs, Dealers, and End consumers
• Provide 1st level phone, email and online support in all support categories in the 6 key support categories of CX: Sales, Order, Warranty, Technical, Finance & Marketing
• Provide 2nd level support in minimally 2 of the above-mentioned field you will be considered and trained to be an expert in
• Responsible for logging all relevant data, communication, and notes in our Zendesk tool

General Dealer Development:

Influence and activate general dealers through professional product and sales education, in form of group training events and webinars.

OEM Education & Support:

• Represent enviolo, its products, brand as well as marketing and service offerings to dealers in cooperation with the OEM’s during OEM shows and events
• Sales and technical presentation / training towards OEM sales teams, to educate them on enviolo products, show them how to sell enviolo and motivate them to sell more

Preferred professional traits, qualifications and education:

• Passionate about educating people and customer experience
• Absolute desire to aim for the highest customer satisfaction
• Proven experience in presenting at and running training events
• Build strategic relationships with customers to gain trust and create loyalty
• Willingness to learn new skills within enviolo
• Minimum 2 years of relevant marketing or service experience
• Ability to minimally speak 2 of the following languages: German, Dutch, English
• Be able to occasionally work outside of enviolo published operating hours and during weekends