Customer Service Representative – B2C

Zero Motorcycles serves passionate customers around the world with premium-class electric motorcycles and exceptional service. To further strengthen our global support operations, we are looking for a new colleague to help manage daily customer and operational activities with accuracy, efficiency, and a service-oriented mindset.

The Customer Service Representative – B2C is a newly created position within our growing organization.

Are you someone who enjoys structured and detail-oriented work? Do you like supporting customers and international teams while ensuring clear communication and excellent service at all times? Then this opportunity may be a great fit for you.

For this role, we are looking for a candidate who:

Has a strong customer service mindset

Works accurately and proactively

Enjoys coordinating and documenting operational activities

Speaks fluent English plus one or more additional European languages

The position is available for an immediate start. Candidates living near Noord-Scharwoude are preferred.

Role Overview

We are seeking a Customer Intake & Routing Specialist to own and optimize the end-to-end handling of direct customer inquiries across GLOBAL markets.

This role is critical in supporting and ensuring that all inbound customer requests are accurately categorized, efficiently routed, and tracked across internal functions (Sales, Marketing, Aftersales, Legal, and Dealer Network).

The position acts as the central gatekeeper of B2C interactions at OEM level, ensuring alignment with our dealer-first operating model while improving customer experience and internal visibility.

Key Responsibilities

1. Intake & Routing Management

Own daily monitoring of all customer-facing entry points (shared inboxes, legacy channels)

Categorize and triage incoming inquiries based on predefined taxonomy (Sales, Technical, Dealer Support, Marketing, Legal)

Route requests to the appropriate internal stakeholders or dealers with clear SLAs

Ensure strict adherence to the OEM B2B model (no direct technical or goodwill handling with end customers)

2. Customer Journey Governance

Act as the control point to ensure customers are guided to the correct channel (dealer vs OEM)

Identify and correct gaps in the customer journey (e.g., dealer coverage, unclear processes, broken touchpoints)

Maintain consistency in communication templates and tone across regions

3. Data Tracking & Reporting

Track volume, categories, response times, and resolution pathways of all inbound requests

Provide weekly and monthly reporting on trends, bottlenecks, and escalation drivers

Deliver actionable insights to leadership to support data-driven decisions on customer experience and dealer performance

4. Cross-Functional Coordination

Work closely with Sales, Marketing, Aftersales, and IT to refine routing logic and ownership

Act as liaison between Customer Service and other departments to ensure accountability on responses

Key Performance Indicators (KPIs)

% of inquiries correctly routed on first touch

Average intake-to-routing time

Reduction in misrouted or duplicate inquiries

Volume deflection via web content improvements

Stakeholder satisfaction (internal departments & dealers)

Reporting accuracy and insight quality

Requirements, Attributes and Preferred Qualifications

1–3 years’ experience in Customer Service, Operations, or Customer Experience roles

Experience working in multi-market / multi-language environments

Understanding of B2B2C or dealer-based business models

Experience with CRM tools (Salesforce preferred), Power BI, and Microsoft Excel is considered a plus

Highly structured, data-driven, and process-oriented mindset

Ability to manage ambiguity and work cross-functionally

Why Zero Motorcycles

Zero Motorcycles, a leader and innovator in electric motorcycles and commercial powertrains, incorporates advanced technology, stunning design and commitment to environmental benefits. The EV space is growing dramatically, with Zero a leader in the two-wheel category and a rising star in powertrain applications to other OEMs electrifying sport and utility vehicles for powersport and industrial applications.

At Zero Motorcycles, you’ll join a passionate, fast-growing global team with a truly international spirit. While our roots in the United States, have branched-out to Europe and stablished in The Netherlands, our team now spans across more than 10 countries, representing over 15 nationalities—and counting! We thrive in a multicultural, multilingual environment where fresh ideas are welcomed, big dreams are encouraged, and success is celebrated together.

Our team is united by a shared mission and a love for what we do. Whether we're collaborating across time zones or catching up in the office, you'll find a group that’s driven, committed, and always ready to share a laugh.

We value connection beyond the work itself. From office lunches and Friday drinks to spontaneous barbecues when the sun’s out, and legendary Xmas parties and team-building days, we believe in having fun while we work hard.

Working with Zero Motorcycles, you’ll also have opportunities to represent us at events and trade shows—locally and internationally—if that’s something you enjoy. And as we continue to grow, so can you. We’re invested in your development and success, and we can’t wait to see where your journey with us will take you.

Additionally

Competitive salary and benefits package.

Opportunities for personal and professional growth.

Inclusive and open-door culture with driven, fun colleagues.

Work in a dynamic, innovative environment leading the EV revolution.