What is your position and what do you do at QWIC?
I am the Returns Team Lead. Our team is responsible for managing all dealer returns from start to finish. If a dealer reports a broken part of an e-bike, I check if the warranty is approved and if we need to collect the part. We make sure that the part is collected and processed. We then check whether the part is covered by our suppliers’ warranty so we can claim faulty items from our suppliers as well.
We also oversee all incoming and outgoing goods, e-bikes, parts, deliveries, etc. that come into the workshop at our QWIC Headquarters. We make sure that everything runs smoothly.
What does your team look like?
Our team consists of three Returns Agents and four Drivers. Each Returns Agent has different tasks. Florence is responsible for the German market, Maurits plans demo sets and transportation for (marketing) events, Faf oversees inbound and outbound bikes – he works hands-on at the QWIC workshop.
The Returns Team is diverse; 50% of the team are women, including myself. I also manage all the drivers, who are currently all men. In terms of age, our team members range from early 30s to early 40s.
How do you feel about being in a leadership position?
It feels great! I am not a dictator; I have a more natural leadership style. I believe in working together. I can’t do it alone, so I really work with everyone on the team.
I enjoy helping people learn new processes. I am very patient and don’t mind if it takes longer for someone to master a new process. I love to help people grow so they can eventually handle the processes all by themselves.
At a certain point, I can say, “You can handle these cases yourself! Just do it; you don’t need to ask these things anymore.” When they receive that trust, they perform well, and I am proud of that. At some point, I am no longer needed.
I encounter mistakes from time to time, but that’s not a bad thing at all. Everyone makes mistakes. In this market, we can fix mistakes, and nothing we do can’t be corrected. I try to convey that to my team, that it is not a disaster if something goes wrong because it can be fixed.
What challenges does a leadership position bring?
Currently, our main challenge is that we have a high case load. People have left my team and could not be replaced. Therefore, the number of cases that come to us is high. I tend to help myself, but I shouldn’t do that. My focus is to make sure the process improves, that it needs to be adjusted and made more efficient.
Sometimes it is difficult when the team is super busy, and I just want to help them, so sometimes I jump in. It’s a challenge for me to focus on process improvement.
What did you want to be as a child?
As a kid, I wanted to be a professional bungee jumper. And something to do with film and TV editing. I studied film!
What dreams do you still want to fulfill in your life?
I want to buy a house with a walk-in closet and a motorbike. I got my driver’s license in November, but due to the snow and rain, I haven’t ridden very much yet.
What strong side of yourself are you proud of?
I think I am very patient. People often have trouble waiting, but I don’t. I don’t mind doing work that requires repetition.
What strength do you take pride in?
I believe that one of my strongest qualities is my patience. While many people struggle with waiting and repetitive tasks, I am able to handle them without issue. Additionally, I never judge people without knowing their background or story. I approach new experiences with an open mind and a willingness to learn.
What would you recommend to other women?
I highly recommend trying a pole dancing workshop. It’s a fun and empowering activity that allows you to connect with other women who offer mutual support and motivation. Plus, it’s a great workout and dressing up for the occasion can boost your confidence. Personally, I attend a class once a week.
What advice do you have for your female colleagues?
Take risks and pursue activities that interest you. When I started riding a motorcycle, I simply booked a trial class on a whim. This led me to discover new hobbies and insights. While it’s important to ask questions and seek guidance, I personally prefer to learn through trial and error.
How do you celebrate International Women’s Day?
I’m experiencing it consciously for the first time this year because of this interview. However, I believe that dedicating a day to women’s rights is crucial given the progress we’ve made thus far and the work that still needs to be done.
Do you feel that QWIC provides enough opportunities for growth and training?
Absolutely! QWIC encourages employees to expand their knowledge and skills by offering various courses and opportunities for advancement. I’ve personally grown from a customer service position to a logistics role and have had the chance to take relevant courses. QWIC is a fast-growing company where employees can take ownership of processes and projects.
What makes working at QWIC enjoyable?
The people! My coworkers at QWIC have become close friends, and I’ve formed meaningful relationships both in and outside of work. We often participate in team activities and enjoy spending time together.