Customer Care Manager – Customer Service

Rosental Organics GmbH

Customer Care Manager enhancing customer experience and optimizing processes at Rosental Organics. Handling inquiries across channels and managing the complaint process with a focus on data-driven decisions.

Posted 7/23/2026full-timeBerlin • 🇩🇪 GermanyJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in optimizing Customer Care processes and enhancing customer satisfaction through data-driven decision-making and effective communication in both German and English. Proficient in managing customer inquiries and complaints while implementing improvements based on analytical insights.

Highest-signal resume keywords

Customer Service ExperienceE-Commerce KnowledgeData-Driven Decision MakingFluent in German and EnglishGoogle Workspace Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Care OptimizationComplaint AnalysisOrder ManagementReport CreationKPI Utilization

Soft Skills

Solution-Oriented ThinkingClear CommunicationEmpathyResponsibilityInitiative

Tools & Technologies

AsanaGorgiasGoogle Workspace

Industry Keywords

Customer ExperienceE-CommerceProcess ImprovementWorkflow DevelopmentCustomer Satisfaction

About the role

Key responsibilities & impact

You will actively help build the Customer Care function, optimize processes 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 each request is answered quickly and with a solution-oriented approach
You take ownership of the complaints process: you analyze patterns, identify weaknesses and implement concrete improvements
You monitor order management from order verification to shipping status and intervene proactively before issues escalate
You create and maintain regular reports, derive concrete actions from them and make successes and optimization potentials transparent
You continuously develop Customer Care workflows and processes with the goal of measurably increasing efficiency and customer satisfaction

Requirements

What you’ll need

At least 2 years of experience in customer service, ideally in an e-commerce environment
You think in solutions, take responsibility for your area and drive initiatives independently
You communicate clearly, empathetically and professionally in German and English, fluent in both spoken and written
You work in a data-driven way: you use reports and KPIs actively to make decisions and improve processes
Confident user of Google Workspace and Asana
Experience with Gorgias is a definite plus

Benefits

Comp & perks

28 days of vacation (additional days possible)
Baden-Württemberg public holidays and Berlin's International Women's Day
Hybrid model with at least 2 days in the office per week at the modern C1 location
Attractive bonus scheme in addition to a fixed salary
Access to nilo.health for mental fitness and prevention and Urban Sports Club membership
Contribution to company pension plan
Personal training/learning budget
Company bike, company car or subsidized Deutschlandticket
Discounted Rosental products, as well as additional discounts and perks
More great benefits in our Karma Club