fulfillmenttools
Senior Customer Support Manager:in (m/w/x)
Vollzeitnur vor OrtSenior
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IRIronMaxx Logistic & Services GmbH & Co. KG
Senior Consumer Service Manager (m/w/x)
VollzeitVor OrtManagement
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Overseeing consumer inquiries, complaints, and returns for premium sports nutrition products. 3+ years of consumer service leadership experience required. Daily ticket management in Greyhound, SAP experience a plus.
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Anforderungen
- 3+ years Consumer Service, Customer Support, or comparable experience
- Initial leadership experience (Team Lead, Supervisor, Senior Agent)
- Motivating, supportive leadership style with hands-on mentality
- Experience with ticketing systems; Greyhound experience a plus
- Experience with SAP or another ERP system
- Strong organizational, prioritization, decision-making skills
- Solution-oriented mindset and strong problem-solving abilities
- Confidence handling escalations and challenging consumer situations
- Good understanding of service KPIs, reporting, quality management
- Excellent communication skills; strong consumer and results focus
- Business-fluent German and English; additional languages a plus
Aufgaben
- Lead and support the Consumer Service team in daily operations
- Organize workloads, priorities, team coverage, and service-channel responsibilities
- Ensure professional handling of consumer inquiries, complaints, returns, and escalations
- Oversee ticket management and processing in Greyhound
- Monitor response and resolution times, service levels, and quality standards
- Act as the first point of escalation for complex consumer cases
- Ensure consistent, solution-oriented communication with consumers and partners
- Foster a collaborative, accountable, and consumer-focused approach
- Handle day-to-day cases when operational support is needed
- Oversee complaint and product claim processing per internal procedures
- Support the team in resolving complex cases and bottlenecks
- Ensure accurate transfer and maintenance of orders and consumer data in SAP
- Coordinate order corrections, replacements, refunds, and returns
- Work closely with Logistics, Warehouse, E-Commerce, Quality, and other stakeholders
- Ensure accurate and consistent documentation of consumer cases, decisions, and actions
- Set clear performance expectations and provide regular feedback and coaching
- Conduct team meetings, one-on-one conversations, and performance reviews
- Support onboarding, training, and ongoing development of team members
- Track and report on ticket volumes, complaint trends, resolution times, and team performance
- Identify recurring consumer issues and their root causes
- Develop and implement measures to improve processes, service quality, and satisfaction
- Establish efficient workflows, guidelines, and service standards
- Share consumer insights with relevant departments and support corrective actions
- Contribute to the continuous development of systems, tools, and service processes
Berufserfahrung
3 Jahre
Ausbildung
Bachelor-AbschlussODER
Master-Abschluss
Sprachen
Deutsch – verhandlungssicher
Englisch – verhandlungssicher
Tools & Technologien
SAPERP systemTicketing systems
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Zur Originalanzeige bei IronMaxx Logistic & Services GmbH & Co. KGÜber das Unternehmen
IR
FoodHürth
Das Unternehmen ist auf die Entwicklung und das Management internationaler Non-Food-Produkte im Fitnessbereich spezialisiert, darunter Accessoires, Bekleidung und Ausrüstung.
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