Tom&Co is much more than a specialized pet store chain: we are a community of passionate individuals dedicated to animal well-being. With a rapidly growing network of stores, we offer a wide range of products and services for pets. Working at Tom&Co means being part of a dynamic and innovative company that is fully committed to customer satisfaction – both for people and their four-legged companions!
YOUR ROLE
The B2B & Customer Service Desk plays a central role within Tom&Co and has a direct impact on the satisfaction and efficiency of our network. As a member of the Tom&Co Service Desk, you are the first point of contact for our internal and external B2B customers (stores). You provide support for operational and functional inquiries, register requests, and actively work on solutions to ensure the smooth operation of our stores.
YOUR RESPONSIBILITIES
Responding to inquiries and reports from stores via phone, email, and a ticketing system.
Providing support for operational and commercial matters such as deliveries, promotions, orders, and product information.
Resolving functional issues related to store processes, cash registers, payment terminals, and internal systems.
Escalating complex issues to the appropriate internal teams or external partners and ensuring follow-up.
Contributing to an optimal store experience by acting quickly and customer-focused.
Keeping knowledge documentation up to date and creating simple manuals or procedures for store teams.
Collaborating with departments such as logistics, IT, and merchandising to improve processes.
Participating in projects and implementations of new tools and procedures.
Performing administrative tasks that contribute to the efficient operation of the service desk.
Work location: headquarters (limited remote work possible) with occasional store visits.
On-call availability may be required if necessary.
YOUR PROFILE
You have a strong ability to learn and a problem-solving mindset.
You are customer-oriented and take satisfaction in supporting our stores.
You have excellent communication and interpersonal skills.
You are at least bilingual (French/Dutch).
You are willing to work both on weekdays and weekends (Saturday & Sunday).
Experience in retail, customer service, or a service desk role is a plus.
Basic knowledge of store technology such as cash registers, payment terminals, and network connections is an advantage.
You are willing to visit stores regularly to better understand their processes.
WHY CHOOSE US?
At Tom&Co, we value teamwork, proximity, and excellent service. As an employee, you will join a supportive work environment where every day presents new challenges. We offer professional development opportunities and genuinely appreciate your efforts. If you love problem-solving, teamwork, and delivering quality service, this is the right place for you!
