Consumer Support Specialist

Are you a proactive problem solver with a consumer-first mindset and a passion for delivering premium service experiences? Do you thrive in a fast-paced, digital environment where cross-functional collaboration and operational excellence come together? Then we are looking for you!

This is a temporary assignment until January 1st, offering the opportunity to support Nike’s Consumer Care team during a critical period and contribute to seamless consumer experiences across EMEA.

• Support day-to-day Consumer Care operations, ensuring smooth handling of queries and escalations across EMEA
• Manage and follow up on third-level escalations via CRM tools (Swoosh Desk) and chat, driving timely resolution
• Collaborate cross-functionally with teams such as Digital Operations, Logistics, Membership, and Tech to resolve consumer issues
• Maintain strong relationships with outsourced contact centers, ensuring alignment and service excellence
• Identify recurring issues and trends, supporting root cause analysis and continuous improvement initiatives
• Ensure clear communication and proper case tracking to maintain high service levels during peak periods
• Contribute to improving processes, tools, and workflows to enhance the overall consumer experience

• Competitive salary (to be discussed with the recruiter)
• Flexible hybrid work: 3 days in the office, 2 days from home
• Unlimited vacation days to recharge whenever you need
• 8% holiday allowance
• STIPP pension plan to secure your future 
• €0.23/km commuting allowance (up to €23 per office day)
• €5 daily work-from-home allowance
• 25% employee store discount – gear up with Nike!
• Access to Adecco Academy online learning for continuous growth
• Free use of on-campus gym facilities to stay active
• Bike plan to make your commute greener and healthier
• Career support and guidance 

Nike, Inc., a global leader in athletic footwear, apparel, and innovation, is headquartered in Beaverton, Oregon, and serves as a beacon of inspiration for athletes worldwide. Its European Headquarters (EHQ) is located on a vibrant campus that reflects the brand's dynamic and innovative spirit. Surrounded by lush parks, cycling paths, and running tracks, the campus embodies Nike’s commitment to sustainability, health, and community. A melting pot of global talent, it fosters creativity and collaboration, driving forward-thinking ideas that shape the future of sports, culture, and lifestyle.

Experience in problem solving and unraveling complex issuesWe’re looking for a proactive, collaborative, and consumer-focused professional who thrives in a fast-paced, cross-functional environment.

A successful candidate brings:

• Proven experience in customer service, operations, or support environments
• Strong problem-solving and analytical skills, with a focus on improving consumer experience
• Experience working with cross-functional stakeholders in a matrix organization
• Ability to prioritize, manage multiple escalations, and drive timely resolutions
• A proactive mindset with the confidence to challenge and improve existing processes
• Experience with escalation management and continuous improvement initiatives
• Strong communication skills, with the ability to clearly convey issues and solutions across teams
• Strong Microsoft Office skills, including advanced Excel for data reporting and analysis

Apply now via the button. If you need more information about the team, the company, the role; feel free to send an email to nike@adecco.nl. We will be more than happy to support!