Customer Service Manager

Senior Customer Service ManagerAbout usWe are a fast-growing international e-commerce logistics provider, offering tailored fulfilment solutions across Europe. Every day, we support thousands of sellers with fast delivery, smooth operations, and excellent customer service. Our offices and warehouses are located in multiple countries, including Germany, the UK, and China.The roleWe are looking for a Senior Customer Service Manager to support and guide our B2B clients. You will be the key contact for sellers, helping them navigate our fulfilment services, resolve inquiries efficiently, and optimise their supply chain processes. You will also work closely with internal teams to continuously improve our products and processes.ResponsibilitiesServe as the main point of contact for B2B sellers via email, phone, and chatManage and resolve customer inquiries quickly and effectively, ensuring high satisfactionBuild strong relationships with key accounts and take ownership of their support needsSupport seller onboarding and provide guidance on optimising fulfilment processesCollaborate with colleagues across offices in Europe and globallyContribute to continuous improvement initiatives, working with Product, Operations, and other teamsHelp create a positive experience that turns sellers into advocates of our servicesYour profileFluent German and strong English skills; additional languages a plusExperience in customer support, ideally in e-commerce or B2B contextsFamiliar with common office applications (Outlook, Word, Excel) and optionally tools like Zendesk, SharePoint, or ConfluencePositive, patient, and customer-focused attitudeEmpathetic, proactive, and able to work independentlyInterested in process optimisation and continuous improvementBased in Berlin or surrounding area with the right to work in GermanyWhat we offer€55-65k depending on experienceEmployee perks including discounts, team events, and moreModern office with terrace and river views, plus free drinks and fruitOpportunities for personal and professional development through various projectsFlexible, hybrid working options

Standort

Digital Waffle, Berlin