Customer Experience And Operations Agent

Summary

Join us as a Customer Experience & Operations Agent and be the main point of contact for our B2B clients from order placement to post-sales support. You will manage the entire customer journey, optimizing processes, and ensuring a top-notch experience. Based in Darmstadt, this role offers the option of remote work within Germany. Responsibilities include coordinating and planning deliveries, handling customer inquiries, improving ERP processes, and contributing to cross-functional projects. You will collaborate with internal and external partners to enhance customer satisfaction and develop innovative solutions. This position requires relevant professional experience, strong communication skills, and analytical abilities.

Requirements

• Possess relevant professional experience and a suitable professional or academic degree
• Have experience in customer communication and logistical understanding along the ERP
• Be passionate about customer communication and proactively support customers at the highest level
• Be a hands-on individual with intrinsic motivation, self-reliance, and energy
• Be able to holistically understand and optimize cross-functional processes, demonstrating organizational skills, conscientiousness, and solution orientation
• Be analytically strong and able to transform data into actionable insights
• Be fluent in German and English

Responsibilities

• Be the first point of contact for B2B customers regarding delivery, assembly, and complaints
• Develop and maintain a robust, fast, and reliable ordering process in the ERP system
• Improve efficiency and customer satisfaction through holistic process analysis and cross-functional optimization
• Support interdisciplinary projects in operations, automation, customer, and partner management
• Collaborate with internal and external partners to develop customer-oriented solutions and continuously improve the customer experience

Benefits

• A job with purpose: Contribute to the vision of making the working world happy, healthy, and productive
• Growth opportunities: Advance your career in one of Germany's fastest-growing office furniture e-commerce startups
• Impactful work: Create real value that improves the well-being of B2B customers and provides them with a healthier and more productive work environment
• Personal development: Strong feedback culture and a monthly personal development budget of €50.00, including optional Bookbeat and Blinkist subscriptions
• Appreciation: A strong team, company events, after-work get-togethers, and team event budgets
• Wellbeing: Office equipment with ergonomic furniture, air conditioning, office dog policy, snacks, and drinks
• Additional benefits: Edenred card with €50.00 tax-free allowance per month or the option of an EGYM Wellpass
• Discounts: Employee discount on the portfolio, also for friends and family, and exclusive discounts through corporate benefits access
• Individual flexibility: Flexible working hours, hybrid culture (office, home office), 30 days of vacation, and workation option