Business Operations Officer

At Fairphone we're looking for a Business Operations Officer to join our team.

Fairphone is a social enterprise driving change in the electronics industry from the inside out. Our business model is based on social values and securing continuity and centers around producing and marketing smartphones in a way that puts social and environmental values first.

We are looking for a hands-on Business Operations Officer to become part of our growing team of passionate people who work to achieve our mission. If you are as excited as we are about creating positive change, then have a look at our vacancy below.

About The Job

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. You will be assigned a portfolio of accounts corresponding to a geographical regions split. Your tasks may vary from processing P.O.s for our partners, regular contact with our third-party Repair Center, our 3PL Logistic Partner, to issue resolution in close collaboration with our Commercial Team and the responsible Sales Account Manager.

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.

About You

• You are excited about contributing to the Fairphone mission & Business Operations Team’s activities and objectives.
• You like to build strong relations with our business partners and work cross-functionally in the company.
• You are proactive, have a can-do attitude and enjoy tasks related to both commercial and operational activities,
• 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 and proactive attitude.
• You enjoy challenges and putting into practice your problem solving skills.
• 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.
• You are able to be present in our Amsterdam HQ office for 40% of your working time on a monthly basis.
  
  

Your Responsibilities

• Timely and accurately process orders for our partners.
• 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 and process improvement.
• 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.
• Look out for process improvements, propose them and implement them.
• Support process management in running, designing, implementing, and improving various operational sales processes (using Promapp tool).
• Run and evaluate regular reporting activities.
  
  

Your Skills & Experience

• You have experience in customer facing roles (i.e. Customer support, Business Support, Hospitality).
• You have strong written and verbal communication skills and are able to adapt your communication style to different stakeholders and business partners.
• You are comfortable and proactive in interacting with and finding solutions for partners and businesses via emails, conference calls and in person.
• You are a proactive and results oriented doer 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 a team player who is accurate, compassionate, responsive, resourceful, and conscientious.
• You are fluent in English & German. Any other languages are nice-to-have.
  
  

What can Fairphone offer you?

• A diverse work environment full of international, passionate, warm-hearted team members.
• You will have 25 paid holidays per year (based on a full-time contract) next to the other public holidays in the Netherlands.
• Daily, healthy lunch, organic FairChain coffee, and many more tasty things.
• You will join Fairphone’s collective pension scheme and we will contribute to build your pension.
• You will receive a MacBook and a Fairphone as a working device.
• Flexible work location - we are remote-friendly and you can work up to 60% of your time from home or any other location you want. We also contribute up to €250 for your home office set-up. Please note: even though we are remote-friendly, we can only hire people who live in the Netherlands or are open to move to the Netherlands and hold a Dutch citizen service number (BSN);
• Relocation Support - Fairphone will reimburse the cost of a one-way train (if applicable) ticket to the Netherlands, arrange an appointment at the municipality and provide all the necessary information so that your arrival and settlement in the Netherlands will be smooth and pleasant!
• Public transport allowance – we fully cover your 2nd class commute from your home to the office. AND
• Bike allowance – we support you with a bike purchase of up to €300 and you’ll have a yearly repair budget of up to €80, too!
• We have our own bouldering wall at the office! You can borrow climbing shoes, too, and we provide you with basic training.
• There’s a gym and recreation and yoga rooms in the building where you can build healthy habits, stay active and have fun with your colleagues.
  
  

Apply for the job

Do you want to join our team as our new Business Operations Officer? Then we'd love to hear about you!