Consumer Service Manager (m/w/d)

IronMaxx Nutrition GmbH & Co. KG; Hürth; Vor Ort; EUR 45.000 - 60.000; Vollzeit

Zusammenfassung

IronMaxx Nutrition GmbH & Co. KG is seeking a Consumer Service Manager to enhance our customer experience. The role involves managing customer inquiries, optimizing service procedures, and collaborating with various teams to ensure a seamless consumer journey.

Candidates should have over 3 years of experience in customer service, ideally with knowledge of CRM systems like Zendesk or Salesforce. Fluency in German and English is essential. Join us and help make the impossible possible!

Qualifikationen

• 3+ years of experience in Consumer Service or Customer Care.
• Hands-on experience with CRM and customer service platforms.
• Strong understanding of escalation management.
• Business-fluent in German and English.

Aufgaben

• Manage and process customer inquiries and complaints.
• Analyze feedback and service data for improvements.
• Monitor key service KPIs and report on them.

Kenntnisse

Customer service processes

Complaint resolution

Analytical skills

Communication skills

Problem-solving

E-commerce experience

Tools

CRM platforms (e.g., Zendesk, Salesforce)

Greyhound software

Jobbeschreibung

#BEcomeMAXX

Are you passionate about delivering outstanding consumer experiences and solving customer challenges? At IronMaxx, "The Impossible is possible" is more than a motto—it's how we operate. As Consumer Service Manager, you will own and optimize our consumer service processes, ensuring a seamless customer experience across all touchpoints.

Ready to perform? Your tasks with MAXXimum focus

Consumer Service Operations

• Manage and process customer inquiries, complaints, returns, and escalations across all service channels
• Monitor ticket resolution times and service quality standards
• Support customers throughout their entire journey, from order placement to post-purchase support

Process Optimization & Reporting

• Analyze customer feedback and service data to identify improvement opportunities
• Drive process improvements and support automation initiatives
• Monitor and report key service KPIs
• Develop sustainable solutions for recurring customer issues

Cross-Functional Collaboration

• Work closely with Commercial, Logistics, Product Management, and Quality teams
• Coordinate with external service providers and marketplace partners

Your skillset - as strong as our protein

• 3+ years of experience in Consumer Service, Customer Care, or Customer Experience
• Hands‑on experience with CRM and customer service platforms (e.g., Zendesk, Salesforce, HubSpot, Gorgias). Knowlege of Greyhound software is a plus.
• Strong understanding of customer service processes and escalation management
• Experience in e‑commerce, FMCG, retail, or consumer goods is a plus
• Strong communication, analytical, and problem‑solving skills
• Business‑fluent German and English; additional languages are a plus