After Sales Specialists DE (m/f/d)

METRO Markets GmbH; Azuqueca de Henares; Hybrid; EUR 32,000 - 46,000; Full time

Benefits offered by this job

Structured onboarding and continuous training

Modern workspace and equipment

Engaged, multilingual team

Job summary

A leading B2B marketplace company is seeking an After-Sales Team member in Azuqueca de Henares. The role focuses on resolving technical issues for HoReCa customers. Candidates should be fluent in English and an additional language, possess strong problem-solving skills, and thrive in a hybrid working environment. This position offers the opportunity to work hands-on with professional kitchen equipment while collaborating in a dynamic, multilingual team.

Qualifications

• Fluent in English plus at least one additional language (German or Dutch preferable).
• Experience with customer service environments and troubleshooting.
• Strong negotiation and complaint-handling skills.
• You don’t need to be a certified engineer—curiosity and a willingness to learn are key.
• Strong negotiation and complaint-handling skills; stay calm under pressure.
• Experience coordinating with repair partners or field technicians is a plus.

Responsibilities

• Handle escalated after-sales dossiers via phone and email.
• Guide customers through troubleshooting and verify warranty coverage.
• Document actions accurately in relevant systems.
• Verify warranty coverage and prepare clear cost estimates for out-of-warranty repairs and negotiate fair solutions.
• Act as the main contact for external service partners: track open jobs and remove blockers.
• Document every action in Freshdesk for carrier claims and legal follow-up.
• Work in a hybrid setup: part remote, part on-site (warehouse or local office).

Skills

Customer-centric mindset

Fluent in English

Negotiation skills

Technical case solving

Collaborative spirit

Freshdesk

Genesys

Tools

Freshdesk

Genesys

Job description

Online marketplaces have never been this awesome.

Join Our Growing After-Sales Team!

Make life easier for chefs and hoteliers across Europe

METRO Markets is growing its After-Sales Team and is now hiring in Azuqueca de Henares ,Palma de Mallorca or Düsseldorf.

Your mission: help our professional HoReCa customers keep their ovens hot, their fridges cool and their guests happy by resolving technical issues on equipment bought through the METRO / makro online marketplaces across Europe — including France, Germany, Portugal, Italy, Croatia, and Netherlands.

What you’ll do

• Handle escalated after-sales dossiers (phone & email) coming from front-line Customer Service.
• Review customer evidence (photos, videos, error codes), diagnose the root cause and decide next steps.
• Guide customers through remote troubleshooting or dispatch a technician when on-site diagnostics are needed.
• Verify warranty coverage, prepare clear cost estimates for out-of-warranty repairs and negotiate fair solutions in line with our Generosity Framework.
• Act as the main contact for external service partners: track open jobs, remove blockers, keep everyone informed.
• Document every action in Freshdesk with the accuracy needed for carrier claims and legal follow-up.
• Work in a hybrid setup: part remote, part on-site (warehouse or local office depending on location), with hands-on access to the equipment you support.

You've got

• Customer-centric mindset and genuine enjoyment in solving unique technical cases.
• Languages: fluent in English plus at least one additional language such as German, or Dutch (the more, the better).
• Confidence to run step-by-step troubleshooting by phone or e-mail.
• You don’t need to be a certified engineer—curiosity and a willingness to learn are key, and we’ll train you thoroughly.
• Strong negotiation & complaint-handling skills; you stay calm when a chef is in the weeds.
• Experience coordinating with repair partners or field technicians (nice-to-have, not mandatory).
• Collaborative spirit: you work hand-in-hand with front-line CS agents to deliver a seamless customer journey.
• Readiness for a call-center style environment—but with the extra perk of hands-on access to professional kitchen gear.

We’ve got

• A dynamic, scale-up atmosphere backed by the global METRO / Makro Group.
• Clear ownership from day one and room to innovate.
• Structured onboarding & continuous training (Freshdesk, Genesys, product know-how, error-code matrix).
• Hybrid working model depending on your location, including a modern workspace, laptop and — if needed — a company phone
• An engaged, multilingual team that values collaboration, humor and ownership.

About us

We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others.