Accountant Customer Service (m/f/d)

at  JACK WOLFSKIN Retail GmbH

WE LIVE TO DISCOVER

Jack Wolfskin lives to discover and encourages people to go on new outdoor adventures, connecting with nature and rewilding themselves. Through sustainable German engineered apparel, footwear and equipment that protects and inspires, we enable everyone to experience more moments of outdoor discovery. Our success is based on a shared wanderlust and the collective input from our team of free spirits, forward thinkers and discoverers. Sharing the same values, we focus on having a positive impact through product innovations, more sustainable solutions and business practices as well as advocacy programs.
We encourage an open forum of ideas throughout all departments and honor collaborative discoverers who lead by introducing new paths. A career with Jack Wolfskin is anything but ordinary.

• Independent handling of communication with our customers at 2nd level on all relevant communication channels (e.g. e-mail, tickets, telephone, social media)
• Providing information (e.g. delivery status, payment clarification, product advice, complaints) for our various customer groups
• Taking on the task of responding to public reviews and ratings
• Entering and maintaining customer data in the relevant customer service systems
• Processing complex inquiries (such as complaints)
• Supporting colleagues at 1st level with difficult inquiries
• Taking over escalated customer cases from the 1st level
• Making goodwill decisions
• Working on and taking on (sub-)projects for the Customer Service B2C area
• Collaboration in the management of our 1st level service provider
• Collaboration with other departments in the company (e.g. Legal, Data Protection, Warehouse, Repairs, etc.)
• Support in the creation of reports on customer service data
• Collaboration on the future direction of the department (automation, digitalization, introduction of new tools and processes)