Service Coordinator @ Toelevering Online | Dutch Native

Get ready for the career adventure of a lifetime in sunny Valencia, Spain! At weWow, you'll thrive in a dynamic scale-up environment, collaborating with some of Europe’s most renowned and fastest-growing brands. Join our incredible international community of passionate professionals, where personal and professional growth is essential.

Behind the brand.

Toelevering Online is a fast-growing online platform revolutionizing how custom windows and frames are ordered, designed especially for independent contractors, small businesses, and DIY enthusiasts. With a streamlined digital process, customers can easily configure and order tailor-made frames with rapid delivery options. Toelevering Online is driven by values like simplicity, innovation, and customer satisfaction, fostering a collaborative and dynamic work environment in their office in Nijverdal. The company offers a range of roles with an emphasis on professional growth, team spirit, and flexibility.

A day in the life of.

At Toelevering Online, great customer service doesn't stop once an order is placed. It's about making sure every customer feels supported, even when things don't go as planned.

As a Service Coordinator , you turn challenges into solutions and customers into ambassadors. Whether it's a question about installation, a damaged product, or a delayed replacement, you're the one making sure everything gets back on track.

Together with your colleagues, you handle incoming service requests via email, phone, and chatbot, taking ownership of each case from start to finish.

Your day revolves around three key areas:

1. Customer support & problem-solving

   • Review and respond to incoming service requests, ensuring every customer receives a meaningful response within 48 hours
   • Support customers and installers with installation questions and technical issues
   • Gather the right information from the start to resolve issues quickly and efficiently

2. Damage claims & service coordination

   • Assess damage reports using photos and customer information to identify the cause
   • Coordinate solutions such as replacement glass, spare parts, repairs, or compensation
   • Work closely with manufacturers and transport partners to ensure timely resolutions, aiming to resolve cases within 5 working days

3. Case ownership & continuous improvement

   • Keep customers informed about the status of their requests and the next steps
   • Manage and document service cases accurately in Zendesk
   • Identify recurring issues and share valuable insights to improve processes and prevent future complaints

Your goal is clear: turn every service challenge into a positive customer experience. This is a hands-on, solution-driven role where your communication, ownership, and problem-solving skills make a real difference.

How you make an impact.

• Efficient case handling: Assess incoming service requests, collect all necessary information, and provide clear, meaningful responses within 48 hours
• Technical customer support: Guide customers and installers through installation questions, adjustments, and product-related issues
• Solution-driven coordination: Evaluate damage claims and arrange the right solutions, from replacement parts to repairs or compensation
• Supplier & transport follow-up: Act as a key contact for manufacturers and transport partners, proactively following up on claims, deliveries, and deadlines
• Proactive customer communication: Keep customers updated throughout the entire process, ensuring transparency and a smooth service experience
• CRM & case management: Accurately document all interactions, causes, actions, and resolutions in Zendesk while maintaining a clear overview of ongoing cases
• Continuous improvement: Recognize recurring issues, identify patterns, and share insights with the Customer Care Manager to improve service quality

What we value in you.

• Native-level proficiency in Dutch (any other language is a plus, especially German)
• Customer-first mindset: You genuinely care about helping customers and know how to turn frustrating situations into positive experiences
• Strong communication skills: You're confident on the phone and can explain solutions clearly and professionally in writing
• Proactive problem-solving: You take ownership, make decisions independently, and know when to escalation an issue
• Organized & detail-oriented: You're comfortable managing multiple ongoing cases, keeping track of deadlines, and ensuring nothing falls through the cracks
• Technical curiosity: An interest in windows, doors, glass, or installation processes is a plus, but a willingness to learn is just as important
• Persistent & solution-focused: You confidently follow up with external partners and don't give up until the right solution is found
• Accurate & structured: You understand the importance of keeping CRM systems like Zendesk up to date and maintaining reliable case information

What we offer

• Breakfast & lunch at the office
• Spanish health insurance
• Free Spanish lessons
• Growth opportunities within weWow
• Monthly events, sports & socials
• Relocation support to settle in Valencia

And most importantly:

An international work environment where you’ll quickly feel at home.