Customer Support representative

About RPI
RPI is a global leader in personalized print-on-demand (POD) products and fulfillment services.
While our HQ is in the United States, RPI produces worldwide, manufacturing and shipping millions
of books and other printed products through a cloud-based print platform.
Within the walls of RPI Europe, located in Eindhoven (the Netherlands), there is a friendly and open
atmosphere, which has historically led to a low turnover of employees. In addition to the flexible
workforce on the production floor, approximately 60 permanent employees work here depending on
time of year.
As RPI expands into new publishing markets and customer segments, we're looking for an
enthusiastic, self-motivated, and process-minded customer support representative to join the team.

Job description
Day to day, you will be upholding the RPI ethos of exemplary customer support. You’ll provide
tailored solutions to all enquiries from new and existing customers, partners or logistic service
providers via email or phone, whether that be discussing products, helping with orders or
processing returns.
In addition, you’ll be involved in:
● Proactively identifying issues to prevent complaints;
● Registering and crediting orders;
● Preparing orders;
● Picking up complex questions, investigating them and knowing how to refer them where
necessary;
● Managing and resolving customer complaints and relaying these to the relevant parties;
● Propose improvements and identify possibilities and opportunities, also towards partners;
● Generating, analyzing and presenting reports to the Customer Service & Projects manager;
● Communicating proactively with both internal and external stakeholders about current and
ongoing matters.

The team currently consists of 5 customer support representatives and the customer support
manager, to whom you’ll be reporting directly.

Job requirements
We’re looking for someone who’s willing to take on a wide variety of different tasks and who has the
ambition the grow within the organisation. Customer support doesn’t need to be your end station.
Once familiar with the tasks and organisation, you’d like to expand your role, possibly towards
supporting project management, account management, or senior support, alongside your existing
customer support tasks.
You also recognize yourself in the following:
● You have experience or affinity with customer support;
● You have good communication skills;
● You adapt easily to new situations and remain calm and positive in all circumstances;
● You think in possibilities and show initiative;
● You are willing to work fulltime (36 hours a week);
● You are fluent in English, Dutch is an advantage;
● You have good computer skills (Microsoft Office, CRM, order management tools).

Offer
If you fill the Customer Support representative vacancy within RPI, you’ll get a varied and
challenging position in a sector where no day is the same. Fun and passion are part of the culture,
and the expertise within the business is profound. At RPI you are widely involved within the
organization.
Working at RPI means:
● Flexibility and an informal culture;
● The opportunity to grow in an international organization;
● Depending on your work experience, you can expect a salary between €2300 - €2800 gross
per month, based on 36 hours per week;
● An annual gratuity, based on the company’s performance;
● A mobility or work-from-home allowance;
● 8% holiday pay;
● 26,5 days of vacation per year;
● A good pension scheme.