textilwerk.com

Customer Service Representative – E‑Commerce

textilwerk.com

full-time

Posted on:

Location Type: Hybrid

Location: Emsdetten • Germany

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About the role

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

Requirements

  • Several years of professional experience in customer service, preferably in an e‑commerce or digital environment
  • Friendly, service-oriented and solution-focused communication with customers — both written and by phone
  • Confident handling of email, chat and phone communications
  • Technical affinity and enthusiasm for digital tools, e.g. CRM or support systems (ideally HubSpot)
  • Interest in automations and AI-powered tools to make service processes more efficient
  • Strong organizational skills and the ability to coordinate inquiries efficiently and leverage internal interfaces
  • Team player with a desire to collaborate closely to deliver the best possible service
Benefits
  • 30 days of annual leave plus special leave for significant events such as marriage or birth
  • €50 monthly voucher via Become1, flexible to use for fuel, groceries and more
  • 30 days of workation per year — work where you think and create best
  • Flexible working hours and the option to work remotely
  • JobRad and attractive employee discounts — including on our own products
  • Team culture based on mutual respect: we work appreciatively, support each other and pull together
  • Free drinks & snacks: coffee, water, fruit and small treats for in-between
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