About your role

As a Business Operations Officer, you will support our business partners and our community that made our company possible. You will be part of the Aftersales & Business Operations Team, which is part of Fairphone's Operations team. Amongst others, the Business Operations Team is responsible for executing, setting up, maintaining and monitoring the operational relationships with our sales and business partners.

Being the crucial hub linking our Commercial and Operations teams, your main role is to ensure a good relationship with our business partners and work closely with these different departments. This includes handling any incoming questions, investigating and resolving complex cases and designing or improving our internal processes.

In your capacity, you will be the go-to person for our reverse logistics processes for our sales partners, as well as supporting our Sales Team with their partner accounts. Your tasks may vary from regular contact with our third-party Repair Center, our 3PL Logistic Partner, to issue resolution in close collaboration with our Commercial Team.

You have a great sense of ownership towards the tasks assigned to you and you have a proactive and positive attitude in relation to your colleagues and to Fairphone Business Partners and customers. Your responsibilities will have a direct contribution on Fairphone’s relationship with these partners, which requires great attention to detail & accuracy.

Your profile

You are excited about contributing to the Business Operations Team’s projects and objectives.

You like to build strong relations with our business partners and work cross-functionally in the company.
You enjoy using your analytical and organizational skills in a fast-changing environment, and you have a great eye for details.
You are a great team player who likes to collaborate and has a positive attitude.
You enjoy problem solving and have a can-do attitude.
You embrace diversity in thoughts, opinions, and backgrounds. It gives you energy to work with many nationalities in a multicultural environment.
You are empathetic, accurate, compassionate, responsive and proactive.
You feel a strong connection with Fairphone’s mission and values - it’s about People & Planet in everything we do!
You (are willing to) live in the Netherlands and have the right to work within the EU.

Your responsibilities

Provide support to small, medium and large business partners and Fairphone’s B2B partners.
Handle our Sales Partner Return Process (liaise between partners and repair center).
Maintain a high level of customer and partner satisfaction.
Handle our end-to-end sales partner ordering process, as well as our reverse logistics and repair escalations.
Effectively communicate information with your team members, the Commercial and Operations teams, as well as other relevant stakeholders around the organization.
Supporting and driving projects within the Business Operations Team and / or company-wide involvement; including cross departmental collaboration and new product launches.
Creating, updating and maintaining our internal procedures and / or (onboarding) training materials.
Support process management in running, designing, implementing, and improving various operational sales processes (using Promapp tool).
Run and evaluate regular reporting activities.

Your skills and experiences

You have up to 2 years of experience in a similar role (Business Operations, Reverse Logistics, and/ or Business Support).

You have strong written and verbal communication skills and are able to adapt your communication style to different stakeholders and business partners.
You are experienced in interacting with partners and businesses via emails and in person.
You are proactive and a resolution oriented thinker who understands business needs.
You have an affinity with data processing, google sheets and MS Office - experience with ticket systems like Zendesk and order management systems like Odoo is a plus.
You have good time management and prioritization skills.
You work well under deadlines, you are organized and have a great attention to details.
You are empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
You are fluent in English. An additional language is a plus!