Beschreibung

In this role, you will elevate the customer experience by ensuring efficient order processing and delivering exceptional service across various channels. You will lead a dedicated team, develop automated processes, and foster collaboration between departments to enhance customer satisfaction and retention.

Anforderungen

• •Completed commercial training (e.g., wholesale & foreign trade, industry, e-commerce)
• •At least 5 years of professional experience in customer service, sales, and/or order management
• •Initial leadership experience
• •Technical and digital understanding (ERP, CRM, ticketing, MS Office)
• •Experience with SAP or similar ERP systems
• •Excellent German and English skills
• •Analytical thinking and strong process competence
• •Excellent communication and conflict resolution skills
• •Hands-on mentality and passion for growth

Aufgaben

• •Ensure prompt and on-time order processing in the B2B/B2C environment
• •Deliver an inspiring customer service experience across all channels
• •Coordinate closely with Logistics and Purchasing for optimal product availability
• •Act as a liaison between Sales, Marketing, Logistics, and Accounting
• •Manage complaint and export handling, including customs documentation
• •Develop digital and automated service processes to enhance efficiency
• •Create a measurable Service Excellence strategy focused on retention and reputation
• •Analyze and optimize B2B/B2C process chains
• •Initiate improvements in collaboration between Customer Service, Sales, and Outbound
• •Lead and develop the Customer Service team, including trainees
• •Coach and motivate the team with the philosophy 'Service is Sales'
• •Conduct feedback sessions to promote individual skill development
• •Collaborate closely with the Head of Sales

Tools & Technologien

Benefits