Consumer Service Manager (m/w/d) at IronMaxx Logistic & Services GmbH & Co. KG

Hürth, North Rhine-Westphalia, Germany -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

0.0

Posted On

03 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Consumer Service Management, CRM Platforms, Process Optimization, KPI Reporting, Escalation Management, E-commerce, Analytical Skills, Problem-Solving, Cross-Functional Collaboration, German Language, English Language

Industry

Wellness and Fitness Services

Description

#BEcomeMAXX Are you passionate about delivering outstanding consumer experiences and solving customer challenges? At IronMaxx, "The Impossible is possible" is more than a motto—it's how we operate. As Consumer Service Manager, you will own and optimize our consumer service processes, ensuring a seamless customer experience across all touchpoints. Ready to perform? Your tasks with MAXXimum focus Consumer Service Operations Manage and process customer inquiries, complaints, returns, and escalations across all service channels Monitor ticket resolution times and service quality standards Support customers throughout their entire journey, from order placement to post-purchase support Process Optimization & Reporting Analyze customer feedback and service data to identify improvement opportunities Drive process improvements and support automation initiatives Monitor and report key service KPIs Develop sustainable solutions for recurring customer issues Cross-Functional Collaboration Work closely with Commercial, Logistics, Product Management, and Quality teams Coordinate with external service providers and marketplace partners Your skillset - as strong as our protein 3+ years of experience in Consumer Service, Customer Care, or Customer Experience Hands-on experience with CRM and customer service platforms (e.g., Zendesk, Salesforce, HubSpot, Gorgias). Knowlege of Greyhound software is a plus. Strong understanding of customer service processes and escalation management Experience in e-commerce, FMCG, retail, or consumer goods is a plus Strong communication, analytical, and problem-solving skills Business-fluent German and English; additional languages are a plus About us Quality & Innovations from IronMaxx® Nutrition Premium sports nutrition - Designed in Germany! Producing the best sports nutrition worldwide is the goal of IronMaxx®. The production of highly efficient sports nutrition of the best quality and the constant further development of our products led to the award of the State Prize for Excellent Food Quality by the State of North Rhine-Westphalia. However, this is no reason for us to rest on our laurels - we are constantly working with the greatest passion to offer you supplements that inspire, work and taste great! The integration of the latest study results and the evaluation of practical field research in cooperation with professional sports clubs and our customers have led to permanent innovation in the development of new sports and fitness nutrition at IronMaxx® Nutrition since the company was founded in 2004. In addition to the basics of sports nutrition in the areas of strength/endurance, muscle building and diet, this includes effective nutritional supplements for health and prevention, intelligent new combinations of active ingredients and improved dosage forms, such as our Tricaps®. In the area of protein products, for example, IronMaxx® has set a milestone in the evolution of the latest sports nutrition products with the development of water-based protein powders in over 31 flavors. The sweet spread with the world's highest protein content, IronMaxx® Protein Creme, also comes from us. Designed in Germany - as a German sports nutrition manufacturer, IronMaxx® is also committed to outstanding quality and seamless quality control. High performance - the goal is the goal. Well-known professional clubs, such as the eight-time German ice hockey champions, the "Kölner Haie", or the traditional handball club VfL Gummersbach with its unique success story, have relied for years on the efficient sports nutrition from IronMaxx® and on our expertise in the use and mode of action of nutritional supplements. While in many areas of life the "path is often proclaimed as the goal", our customers usually have a very clear idea of their "dream body" and its desired performance. This passion to achieve their personal goal is something we share with all our partners and customers - be it an athletic body, achieving new personal bests, reducing body weight or achieving sporting team success. IronMaxx® products have therefore become an integral part of the product range of many European fitness studios, wholesalers, pharmacies and body stores in recent years due to their high quality.

Responsibilities

The Consumer Service Manager is responsible for managing customer inquiries, complaints, and returns across all service channels to ensure a seamless customer experience. They will also analyze service data to drive process improvements and collaborate with cross-functional teams to resolve recurring issues.