Customer Success Agent

Position Title: Customer Success Agent

Location: Rotterdam, Netherlands

Reports to: Michel Engelbert

Direct Reports: 5

Scope / Brands: Benelux

ABOUT THE WELLA COMPANY

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company please visit www.wellacompany.com.

THE ROLE

As a Customer Success Agent, you act as the link between our customers, account managers and internal teams. You ensure that the entire process – from order to payment – runs smoothly and that customers can always count on excellent service.

You will be working with a diverse customer landscape, including salons, retailers, wholesalers, e-commerce partners and educational institutions.

KEY RESPONSIBILITIES

✅ Managing and monitoring customer orders, deliveries, invoicing and payment processes

✅ Acting as the first point of contact for customer enquiries by telephone and email

✅ Proactively resolving issues and complaints

✅ Supporting promotions, product launches and commercial campaigns

✅ Collaborating with Sales, Logistics, Finance and external partners

✅ Identifying opportunities for improvement and contributing to more efficient processes

✅ Building long-term customer relationships and delivering an optimal customer experience

QUALIFICATIONS

Essential:

• A completed MBO+ or Bachelor's degree, or equivalent working and thinking level.
• A collaborative mindset and the ability to build strong relationships within cross-functional teams.
• Strong organizational skills, with the ability to effectively manage priorities in a fast-paced environment.
• A proactive attitude, taking ownership and accountability for delivering results.
• Great attention to detail and the ability to quickly learn and adapt to new systems and technologies.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Fluent Dutch language skills, both written and spoken.
• Professional proficiency in French, both written and spoken.

Desirable:

• Experience in Customer Service, Customer Success, or a similar customer-facing role.

EEO OPPORTUNITIES

We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at: https://www.wellacompany.com/consumer-affairs

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results. EOE Minorities/Females/Protected Veterans/Disabled.

English - Please click on this link to review the Notification of Equal Opportunity Rights poster

Español - Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Empleo