Digital Operations Specialist
Vor 6 Tagen
BIRKENSTOCK is a global lifestyle brand that stands for quality, functionality and well-being in all aspects of life. The historical roots of this traditional, family-run company can be traced back to 1774. Today, the product range includes sandals, closed shoes, accessories, natural cosmetics, beds and sleep systems. With over 5,500 employees, BIRKENSTOCK is the biggest employer in the German footwear industry. BIRKENSTOCK has 16 sites in Germany. In Europe, Asia, and North America, BIRKENSTOCK is represented with its own sales offices. Our Digital Operations Europe team always has an eye on the future while keeping our heritage in mind. We’re passionate about digital trends, we seize opportunities, love to try something new and make the impossible happen. And for all of this, we need colleagues who think outside the box, see the bigger picture and love a challenge. We’re looking for people like you - people who want to grow, contribute and create, who put themselves in our customers’ shoes, keep the company’s interests in mind, are able to properly assess risks and never lose sight of their goals.
Join us in shaping the future at our Munich location as a
**Digital Operations Specialist - Customer Service (M/F/d) Europe**
YOUR TASKS:
- Support in the management and optimization of all relevant DtC business areas in fulfillment in the European region with a special focus on customer service, complaints, and master data
- Management and monitoring of SLAs with local service providers in the operational area as well as continuous evaluation and analysis of relevant KPIs
- Development, implementation, and control of scalable processes for the operations area as well as the corresponding documentation and analysis
- Build-up and transfer of specialized product knowledge as well as 2nd level service responsibility towards the service provider
- Management of projects with operational expertise in customer service (e.g., introduction of a live chat)
- Management of all end customer documents (delivery bills, invoices, order confirmations, etc.) for all relevant countries and languages in the European region
- Evaluation of customer feedback and derivation of optimization potentials
YOUR PROFILE:
- First professional experience within the operational digital environment with service provider connections (ideally consumer goods / fashion industry) and/or customer service experience; experience in project management is also an advantage
- High degree of customer orientation as well as a corresponding service mindset
- Excellent analytical skills as well as a holistic entrepreneurial, structured, and conceptual way of thinking and working
- Online affinity, understanding of the digital world as well as benchmark know-how
- Comprehensive understanding of MS Office (focus on Excel), practical experience in working with SAP and CRM is an advantage
- Very good English skills; German language skills are a plus
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