Customer Care Manager

Rosental Organics GmbH

Customer Care Manager improving and optimizing customer service processes at Rosental Organics in a hybrid work model. Focused on enhancing customer satisfaction through effective communication and reporting.

Posted 4/29/2026full-timeBerlin • 🇩🇪 GermanyJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

You love seeing customers truly happy and understand that this is not accidental but the result of well-designed processes.
At Rosental Organics you will actively help build the Customer Care function, optimize workflows, and ensure our community has the best possible experience with our brand.
You handle customer inquiries across channels — email, chat, and the Help Center — ensuring every request is answered promptly and with a solutions-oriented approach.
You take ownership of the complaints process: analyze patterns, identify weaknesses, and implement concrete improvements.
You monitor order management from order verification through shipping status and intervene proactively before issues escalate.
You create and maintain regular reports, derive concrete actions from them, and make successes and optimization opportunities transparent.
You continuously develop Customer Care workflows and processes with the goal of measurably increasing efficiency and customer satisfaction.

Requirements

What you’ll need

You have at least 2 years of customer service experience, ideally in an e-commerce environment.
You are solution-oriented, take ownership of your responsibilities, and drive initiatives independently.
You are fluent in German and English, both written and spoken, and communicate clearly, empathetically, and professionally.
You work in a data-driven way: you actively use reports and KPIs to make decisions and improve processes.
You are confident using Google Workspace and Asana.
Experience with Gorgias is a definite plus.

Benefits

Comp & perks

Work–life balance: 28 days of vacation (additional days possible), Baden-Württemberg public holidays, and Berlin’s International Women’s Day observed
Work model: Hybrid with at least 2 days in the office per week at the modern C1 location
Additional bonus: Attractive bonus system on top of fixed salary
Health: Access to nilo.health for mental fitness and prevention, and Urban Sports Club
Company pension: Employer contribution to the company pension scheme
Learning & development: Personal training budget
Mobility: Job bike, company car, or subsidized Deutschlandticket
Products: Discounted Rosental products, plus additional discounts and perks
More great benefits through our Karma Club

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Hard Skills & Tools

customer servicedata analysisworkflow optimizationorder managementreport creationKPI trackingcomplaints process managemente-commerce experiencesolutions-oriented approachprocess improvement

Soft Skills

ownershipcommunicationempathyindependenceproblem-solvingcustomer satisfaction focusinitiativecollaborationadaptabilityattention to detail