Teamleiter Customer Service – E-Mail Support E-Commerce

Location

Germany

Posted

9 days ago

Salary

0

Seniority

Senior

Professional Certificate3 yrs expGerman

Job Description

Teamleiter Customer Service – E-Mail Support E-Commerce

Fusskleidung E-Commerce GmbH

• Du verantwortest den operativen Customer Service im Tagesgeschäft gemeinsam mit dem Team und stellst sicher, dass Kundenanfragen zuverlässig, strukturiert und lösungsorientiert bearbeitet werden. • Du steuerst den täglichen Ablauf im Customer Service, setzt Prioritäten, behältst offene Themen im Blick und stellst sicher, dass Qualitätsstandards, Reaktionszeiten und interne Abläufe eingehalten werden. • Du arbeitest selbst aktiv im operativen Support mit und bearbeitest Kundenanliegen rund um Bestellungen, Versand, Zahlungen und allgemeine Serviceanfragen – insbesondere im E-Mail-Support über Zendesk. • Du übernimmst eigenständig komplexere oder sensiblere Fälle, beispielsweise Eskalationen, Käuferschutzfälle, Amazon-A-bis-Z-Anträge, DHL-Nachforschungen oder Sonderfälle im Zahlungs- und Versandprozess. • Du bist im Arbeitsalltag erste Ansprechperson für das Team und koordinierst Themen wie Tagessteuerung, Urlaubsabstimmungen, Qualitätssicherung und die operative Zusammenarbeit. • Du analysierst wiederkehrende Probleme, identifizierst Verbesserungspotenziale und entwickelst Prozesse pragmatisch weiter, damit der Bereich mit unserem stetigen Wachstum Schritt halten kann und Abläufe sauber skalieren. • Du behältst relevante Kennzahlen im Blick, erkennst operative Engpässe frühzeitig und leitest daraus konkrete Maßnahmen ab, damit der Customer Service auch bei hohem Anfragevolumen stabil bleibt.

Job Requirements

  • Du hast eine abgeschlossene kaufmännische Ausbildung oder eine vergleichbare Qualifikation.
  • Du hast mehrjährige Erfahrung im Customer Service gesammelt – idealerweise im E-Commerce oder in einem volumenstarken Support-Umfeld mit vielen schriftlichen Kundenanfragen.
  • Du hast bereits Verantwortung für Abläufe, Qualität oder die fachliche Koordination eines Teams übernommen oder bringst das Potenzial mit, diese Verantwortung erfolgreich zu übernehmen.
  • Du arbeitest strukturiert, behältst auch bei hohem Anfragevolumen den Überblick und setzt Prioritäten pragmatisch und nachvollziehbar.
  • Du übernimmst Verantwortung für Ergebnisse, denkst lösungsorientiert und wartest nicht darauf, dass Probleme von anderen gelöst werden.
  • Du erkennst Verbesserungspotenziale in Prozessen und Abläufen und hast Freude daran, Themen nachhaltig sauberer, effizienter und skalierbarer zu gestalten.
  • Idealerweise hast du bereits mit Zendesk oder vergleichbaren Customer-Service-Systemen gearbeitet.
  • Du kommunizierst schriftlich klar, professionell und verbindlich – auch bei sensiblen oder emotionalen Kundenfällen – und findest Lösungen, die sowohl kundenorientiert als auch unternehmerisch sinnvoll sind.

Benefits

  • Klare Verantwortung: Du übernimmst Verantwortung für Tagessteuerung, Qualität, Priorisierung und Prozessverbesserung – nah am operativen Support und mit echtem Einfluss auf den Alltag im Customer Service.
  • Flexibles Arbeiten: Du arbeitest 100 % remote oder in unserem Büro in Andernach – entscheidend ist das Ergebnis, nicht der Ort.
  • Nah an der Praxis: Du bleibst eng am operativen Support, triffst Entscheidungen auf Basis echter Kundenfälle und kannst Verbesserungen direkt im Alltag umsetzen.
  • Eigenverantwortung statt Micromanagement: Du bekommst klare Ziele und den nötigen Handlungsspielraum, um deinen Bereich eigenständig zu steuern und weiterzuentwickeln.
  • Direktes, ehrliches Feedback: Feedback ist bei uns klar, sachlich und auf Verbesserung ausgerichtet – ohne politisches Drumherum.
  • Strukturiertes Arbeitsumfeld: Du arbeitest in einem Umfeld mit klaren Prozessen, verlässlichen Abläufen und pragmatischer Zusammenarbeit.
  • Weiterentwicklung mit Substanz: Die Rolle eignet sich sowohl für erfahrene Teamleiter im Customer Service als auch für starke Senior Agents, die mehr Verantwortung übernehmen und ihren Wirkungsbereich erweitern möchten.
  • Arbeitsausstattung: Du erhältst hochwertiges Apple-Equipment für produktives Arbeiten.
  • Zusätzliche Benefits: 50 € steuerfreier Sachbezug, z. B. für Einkäufe, Sport, Wellpass / Urban Sports Club oder vermögenswirksame Leistungen.
  • Rahmenbedingungen: 30 Tage Urlaub sowie betriebliche Altersvorsorge.

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