Customer Service Manager (m/w/x)

Customer Service in D2C-Box-Business

You enjoy communicating with people, remain friendly even when dealing with critical issues, and find solution-oriented answers? Then you're exactly right with us! As a Customer Service representative, you are an important point of contact for our Noozies (= customers) and ensure that questions, feedback, and complaints are professionally handled and answered.

About brandnooz:

For over 17 years, we have been the leading D2C platform for FMCG new products in Germany. With our monthly boxes, we bring especially food and beverage innovations directly into tens of thousands of households – and deliver more than 600 consumer goods manufacturers – from Barilla to Just Spices and Seeberger – valuable trial moments, insights, and awareness.

In the Customer Service area, we are looking for support in full-time. Maybe we can welcome you as a new addition to our Foodie universe soon.

Aufgaben

🚀 Your Mission & Tasks

You enjoy helping others? You take over the care of our Noozies and stand by them with passion, answering all their questions and concerns quickly and always?

Then these are your tasks in overview:

• You handle our Noozies' inquiries about orders, boxes, and subscriptions in general and about shipping and payment issues.
• You process direct requests and complaints via our Helpdesk and internal systems as well as tickets and requests via Amazon and PayPal.
• You answer comments and private messages on Instagram, Facebook, and potentially other platforms.
• You work closely with the Product Management, Logistics, and Marketing teams in Customer Service.
• You contribute to continuously improving our service quality and customer satisfaction.
• You recognize recurring issues and provide relevant insights for process and product improvements.
• You support the care and development of our KI Hotline and the KI Chat Bot on our website

Qualifikation

🎯 Your Profile – What You Bring

• Ideal experience in Customer Care, Customer Service, Community Management, Call Center, E-Commerce, or a comparable role.
• A secure, friendly, and professional communication style is characteristic of you – written and spoken.
• You have a good sense for tone and a sovereign approach to critical feedback.
• You have a structured, reliable, and solution-oriented work style, even when dealing with many parallel inquiries.
• You are comfortable using digital tools, Microsoft Office, and social media.
• Experience with Freshdesk, CRM systems, and handling customer inquiries via Amazon and PayPal is a plus (but not a must).
• We expect very good German language skills in writing and speaking; English language skills are an asset.
• You don't meet all the points? No problem – we look forward to your application and your potential!

Benefits

🎁 What We Offer You – Your Benefits

• Besides a challenging task, we offer you plenty of room for design, fast decision-making paths, as well as an environment that values and promotes your work, and the chance to actively develop yourself personally and professionally in our dynamic team, and the following benefits:
• Flexibility & Work-Life-Balance:
  - Opportunity to work from home 2-3 days a week.
  - Flexible working hours (flexitime)
  - 29 days of vacation
• Food & Goodies:
  Joyful monthly food box deliveries and/or product boxes from our brands.
  And, of course, the obligatory fruit basket, as well as endless snacks and drinks
• Location & Mobility:
  - A beautiful, modern office in the heart of Hamburg-Ottensen.
  - Subsidy for the Germany ticket or Urban Sports Club.
• Team & Fun:
  - Numerous team events (e.g., event visits, poker nights at the office, team challenges, or regular pizza breaks)
  - Joint summer and Christmas celebrations

🚀 Your Next Step

You want to embody Customer Service and customer friendliness and make our Noozies happy? Then we look forward to your application and to working together with you to take our Customer Service to the next level!

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