Customer Care Specialist

About the role 

Holzweiler Items is looking for a structured, curious and hands-on person to own and improve our customer service function. This is an operational customer service and improvement role for someone who enjoys customer journeys, e-commerce, data, digital tools and practical use of AI. 

You will be responsible for ensuring high-quality customer dialogue across channels while continuously improving how we work. The role combines day-to-day customer service operations with process improvement, reporting, FAQ and template development, and testing AI and automation tools that can reduce manual work and improve the customer experience. 

This is not a traditional IT developer role. You do not need to be a developer, but you should be comfortable testing new tools, working in a structured way and turning ideas into practical solutions in a small, fast-moving organization. 

Key Responsibilities 

• Own the daily operation and continuous development of the customer service function. 

• Ensure clear, brand-aligned and high-quality customer communication across all relevant channels. 

• Handle and follow up practical customer service topics such as order questions, returns, delivery issues, product inquiries and post-purchase support. 

• Analyze customer inquiries to understand why customers contact us, identify recurring issues and suggest improvements across the customer journey. 

• Own and drive the practical use of AI and digital tools in customer service, including testing, improving and implementing solutions that reduce manual work and improve customer experience. 

• Improve workflows, internal routines, FAQ content, response templates and knowledge-sharing across teams. 

• Contribute to automation and process optimization in collaboration with e-commerce, logistics, warehouse/3PL, retail, finance and IT. 

• Prepare reports, follow up KPIs and use customer service data to identify trends, bottlenecks and improvement opportunities. 

• Support order flow and operational clarifications across systems and partners when needed. 

• Balance hands-on customer service work with improvement initiatives and small development projects. 

Qualifications 

• Experience from customer service, retail, e-commerce, customer operations or a similar role. 

• Good understanding of customer journeys and what creates a strong post-purchase experience. 

• Strong proficiency in Microsoft Office, especially Excel; experience with reporting and simple data analysis is an advantage. 

• Strong curiosity for technology, AI and automation. You do not need to be a developer, but you should be comfortable testing new tools, improving workflows and translating ideas into practical solutions. 

• Experience with e-commerce platforms, customer service tools, ERP/order systems, logistics or warehouse/3PL processes is an advantage. 

• Fluent in Norwegian and English, both written and spoken. 

Personal Attributes 

• Structured, analytical and able to create structure in processes and information. 

• Proactive, practical and solution-oriented, with a strong sense of ownership. 

• Curious about customer behavior, customer journeys, brand experience and digital ways of working. 

• Comfortable being hands-on and operational, while also identifying and driving improvements. 

• Able to work independently without needing a large technical or project team around you. 

• Motivated by testing, learning and improving how a small organization works. 

Education 

Formal education is not required but preferred. Relevant background in business, retail, e-commerce, customer experience, operations, technology or similar fields is considered an advantage. 

What We Offer 

• A key hands-on role in an exciting company within the fashion industry. 

• The opportunity to influence and improve the customer journey across channels and touchpoints. 

• A role where you can help shape how Holzweiler Items uses AI, digital tools and smarter workflows in everyday customer operations. 

• A creative, dynamic and collaborative work environment with close interaction across e-commerce, logistics, retail, finance and IT.