(Junior) Mitarbeiter Marktplatz-Support & Kundenservice (m/w/d)
Aktiv-Schuh Handelsgesellschaft mbH · BE, DE
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About the Role
This role involves managing digital customer inquiries on marketplaces like Amazon, Otto, and Kaufland, handling returns, supporting omnichannel processes, ensuring a consistent customer journey, collaborating with other departments, and analyzing/optimizing customer service processes.
Responsibilities
- Process digital customer inquiries on marketplaces such as Amazon, Otto, and Kaufland.
- Respond to inquiries and actively support customers with issues to ensure high customer satisfaction.
- Independently process and control all incoming returns.
- Clarify delivery errors and ensure smooth processing of complaints.
- Support stores with operational questions regarding goods flow.
- Assist with online orders for the online shop and marketplaces.
- Monitor consistent service quality across all channels.
- Ensure a consistent shopping experience, both online and in-store.
- Collaborate closely with the purchasing and logistics departments to ensure smooth goods flow.
- Identify patterns in recurring customer concerns.
- Independently derive measures for improvement.
- Support the company in making its service continuously more efficient and customer-friendly.
Requirements
- Ideally possess initial experience in customer service, preferably in e-commerce or with marketplaces.
- Work meticulously and organized, maintaining an overview even with a high volume of inquiries.
- Communicate confidently and friendly in customer interactions.
- Exhibit a service-oriented approach.
- Be proficient in using common systems and applications.
- Ideally have experience with e-commerce, ERP, or ticketing systems.
- Quickly identify problems, think proactively, and find pragmatic solutions.
- Enjoy working cross-departmentally in a team.
- Possess German language skills at C1 level.
- Have basic English language skills.
Skills
- Customer service
- E-commerce
- Marketplace management
- Returns management
- Omnichannel processes
- Customer journey management
- Cross-departmental collaboration
- Process analysis
- Process optimization
- Communication
- Problem-solving
- Teamwork
- MS Office
- E-commerce systems
- ERP systems
- Ticketing systems
Location
- Berlin-Adlershof
Work Type
- Full-time
- Hybrid
Experience Level
- Junior
Benefits
- Up to 50% employee discount
- 20% discount for Family & Friends
- Other attractive benefits
About the Company
- We are a owner-managed family company based in Berlin.
- The Aktiv-Schuh Gruppe has over 125 years of successful experience in the shoe retail industry.
- We are the leading stationary provider of branded shoes in Berlin.
- Our group includes various concepts: Aktiv Schuh, Shoe City, Tivola, Hammer Schuh, and Monolabel Stores.
- We operate internationally branded stores across more than 50 branches nationwide and through our online shop, Schuh Club.