textilwerk.com

Customer Service Representative, Customer Support – E‑Commerce

textilwerk.com

full-time

Posted on:

Location Type: Hybrid

Location: Emsdetten • Germany

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • First point of contact for our customers: handling inquiries via email, chat and phone — quickly, courteously and solution-focused
  • Managing inquiries, complaints and returns with a high standard of quality
  • Working with our CRM system HubSpot to process and document customer issues in a structured way
  • Using automations and AI-supported tools to handle requests efficiently and continuously improve service processes
  • Coordinating with internal teams (Operations, Logistics, Product, Marketing) when complex issues need to be escalated
  • Contributing to the creation of FAQs, guides and self-service materials to answer recurring questions efficiently
  • Assisting in the optimization of our service processes to improve the day-to-day customer experience
  • Close collaboration within the team to ensure consistent, high-quality service

Requirements

  • Several years of experience in customer service, ideally in an e‑commerce or digital environment
  • Friendly, service-oriented and solution-focused communication with customers — both written and verbal
  • Confident handling of email, chat and phone communications
  • Technical affinity and enthusiasm for digital tools, e.g. CRM or support systems (HubSpot is a plus)
  • Interest in automations and AI-supported tools to make service processes more efficient
  • Organizational skills and the ability to coordinate inquiries efficiently and work with internal interfaces
  • Team player with enjoyment of close collaboration to deliver the best possible service together
Benefits
  • 30 days of vacation plus additional leave for special occasions such as marriage or birth
  • €50 monthly voucher via Become1, flexible to use (e.g. for fuel or groceries)
  • 30 days of workation per year — work where you can think and be creative best
  • Flexible working hours and the possibility to work remotely
  • Company bike (JobRad) and attractive employee discounts — including on our own products
  • Flat-hierarchy team culture: respectful, supportive and working together toward common goals
  • Free drinks & snacks: coffee, water, fruit and small treats
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
service-oriented communicationsolution-focused communicationorganizational skillsteam playercollaboration