Junior Specialist Customer Service Operations

  • R52751
  • Amsterdam, Noord-Holland, Netherlands
  • Full Time
  • PVH

About Us:

We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.   

 

One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about Inclusion & Diversity at PVH here.

The Team
Within eCommerce Operations, our mission is to drive operational excellence across the PVHE eCommerce platforms, ensuring a seamless and efficient customer-centric eCommerce experience. This team drives efficient and high-quality customer service, payments and refunds support and maintains and enhances high performing eCommerce platform operations required to deliver a frictionless shopping experience for our consumers. By driving continuous improvement and optimization, this team ensures PVHE remains at the forefront of eCommerce excellence, driving revenue growth and positive customer service experiences.   
As part of the eCommerce operations pillar, the Customer Service team supports consumers across multiple European markets for Tommy.com and Calvinklein.com. The team operates closely with our outsourced contact center to ensure consistent, high-quality support for direct-to-consumer (DTC) shoppers. With collaboration at its core, the team works cross-functionally to enhance the end-to-end customer journey and elevate brand loyalty.


The Position
As Junior Specialist Customer Service Operations, you will support the day-to-day operations of our customer service function, ensuring smooth and consistent service delivery across multiple European markets for Tommy Hilfiger and Calvin Klein. Working as part of the eCommerce Operations team, you will collaborate closely with our outsourced contact center partners to monitor service performance, manage operational and administrative tasks, and help resolve customer-facing issues. You will contribute to maintaining high service standards, optimizing support processes, and enhancing the overall consumer journey. This entry-level role is ideal for someone with a strong service mindset, attention to detail, and a desire to grow within a dynamic and international eCommerce environment.

You will be accountable for the smooth running of daily Customer Service operations in these three key areas, acting as the liaison for operational queries and escalations, and performance reporting. Beyond the operational scope, you will actively contribute to cross-functional business projects, such as Customer Service co-initiatives, and support company-wide transformations where Customer Service processes are impacted. You’ll collaborate closely with teams across Marketing, Ecommerce, and Omnichannel to align service delivery with business goals.

Key Responsibilities

  • Oversee day-to-day Customer Service operations across Social Media, Omnichannel, and Marketplace, ensuring processes run smoothly and efficiently.

  • Supervise Contact Center resolution of service issues (e.g., missing items, delivery delays, returns), and identify opportunities for process improvements.

  • Handle escalated and sensitive customer issues, particularly on public-facing social media platforms.

  • Act as the main Customer Service point of contact for Omnichannel and Marketplace services.

  • Develop, implement, and refine the Social Media Customer Service strategy to enhance customer engagement and brand reputation.

  • Define, monitor, and analyze KPIs across all three areas, delivering insights to drive performance improvements and stakeholder reporting.

  • Generate regular reports and analysis on performance, identifying trends and areas for improvement.

  • Collaborate with Omnichannel, Marketplace, and Marketing teams to ensure alignment between operational delivery and strategic goals.

  • Actively participate in cross-departmental projects that impact Customer Service operations (e.g., onboarding a new marketplace or launching an omnichannel service), ensuring flows and processes are adjusted to maintain service quality.

  • Provide proactive support for the rollout of new services or market entries in the Omnichannel and Marketplace space.

  • Support second-line teams and offer expert guidance for complex or escalated cases involving stores or marketplaces.

  • Contribute to company-wide Customer Service initiatives and support broader team objectives beyond digital touchpoints.

  • Note: Responsibilities include, but are not limited to, those listed above. The role may require additional tasks and duties as assigned to meet the needs of the department and organization.

Measures of Success

  • Social Media Customer Care Performance: Success is measured through key KPIs such as response time, resolution rate, and customer sentiment across social platforms. Maintaining brand tone of voice, handling high volumes efficiently, and positively influencing public perception are critical outcomes.

  • Marketplace and Platform Compliance & Responsiveness: Ensuring all B2B interactions on third-party marketplaces are handled within platform-specific SLAs. Success includes meeting marketplace operational standards, minimizing escalations, and supporting retention through proactive communication and issue resolution.

  • Insight Generation & Strategic Input: Providing actionable insights based on recurring themes or customer feedback across social and marketplace channels. Success is demonstrated by feeding these insights into internal teams and contributing to improvements that enhance the customer journey and brand experience.


Ideal Candidate

  • Minimum 2 years of professional experience in a customer-focused environment, with a strong understanding of customer-centric principles; prior experience in a Customer Service team is a plus but not mandatory. Experience within Social Media, Omnichannel, or Marketplace environments is also highly valued.

  • Platform and Tool Expertise: Strong experience with CRM and ticketing tools (e.g., Salesforce, Sprinklr, SAP, Zendesk, JIRA). Proficient in Microsoft Office Suite and tools like Asana.

  • Data-Driven Decision Making: Strong analytical and reporting skills, with the ability to transform data into meaningful insights.

  • Customer Experience Orientation: Deep understanding of customer-centric service delivery and continuous improvement principles.

  • Operational Agility: Skilled at managing competing priorities in a fast-paced setting with a solution-oriented approach. Confident working independently and cross-functionally across departments.

  • Effective Communication: Excellent verbal and written communication in English; other languages are a plus.

  • Proactive and Collaborative Mindset: Displays initiative, ownership, and a collaborative team mindset. Flexible, resourceful, and able to adapt to evolving business needs and technologies.

  • Educational Background: Bachelor’s degree in Business, Marketing, Communications, or a related field.

Be valued.

In the heart of Amsterdam, PVH EMEA is home to the global headquarters of Tommy Hilfiger and the European offices of Calvin Klein. We are the home to 2500 big thinkers, natural entrepreneurs, and challenge seekers from all kinds of backgrounds.

  • How we support you: choose the hybrid setup and working hours that suit you, in addition to meeting-free Fridays, work from anywhere 4 weeks a year, 25 days of paid holidays, mental health days, parental leave, home office allowance, commuting allowances, employee assistance programs, and pension schemes

  • Wellbeing: exclusive onsite gym and fitness classes, personal training, meditation studio, sports clubs, in-house physio, and receive access to our nutritional and wellbeing programs

  • Campus: extensive food and beverage offerings, top-notch restaurant, barista coffee bars, sky bar, monthly social events, weekly Thursday drinks, game nights, and campus-themed activities that will keep your social life busy

  • Develop your career: whether you lead a team or contribute your own expertise, everyone is a leader at PVH. PVH University curates and delivers training programs for you to continuously develop your professional and personal goals

  • Be at the forefront: stay closely connected to our brands, Calvin Klein and Tommy Hilfiger, and be a part of seasonal market launches, sample sales and receive employee discounts!

Be part of it.

PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.


ENTERPRISE FIRST – we act in the best interests of PVH and its consumers beyond our own team, brand, region or market.
DRIVE CHANGE – we lead by example and are optimistic about change . We challenge the status quo but fully commit once a decision is made.
CREATE CLARITY – we are diligent in providing context and setting our priorities so we can be productive quickly.
INSPIRE TRUST – we create safe spaces for debate and deliver on what we promise so people can learn to depend on us.
TAKE ACCOUNTABILITY – we focus on work with the biggest business impact and give candid feedback to each other.

Your Wellbeing is Our Priority

In the heart of Amsterdam, PVH is home to the global headquarters of Tommy Hilfiger and the European offices of Calvin Klein.  

  • Wellbeing: exclusive onsite gym and fitness classes, personal training, meditation studio, sports clubs, in-house physio, and receive access to our nutritional and wellbeing programs 

  • Campus: extensive food and beverage offerings, top-notch restaurant, barista coffee bars, sky bar, monthly social events, weekly Thursday drinks, game nights, and campus-themed activities that will keep your social life busy 

  • Develop your career: whether you lead a team or contribute your own expertise, everyone is a leader at PVH. PVH University curates and delivers training programs for you to continuously develop your professional and personal goals 

  • Be at the forefront: stay closely connected to our brands, CALVIN KLEIN and TOMMY HILFIGER, and be a part of seasonal market launches, sample sales and receive employee discounts! 

Check out our Amsterdam Campus here.

PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.

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