Customer Operations Manager at Kasmani Pharmacy

Berlin, Berlin, Germany -

Full Time

Start Date

Immediate

Expiry Date

23 Dec, 26

Salary

80000.0

Posted On

24 Sep, 26

Experience

19 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Travel & Tourism

Description

Käsmayr GmbH

New

Customer Operations Manager: Processes, Intercom, AI (m/f/d)

Walldorf, Germany (hybrid)

Employee

Helpdesk

€3,800 to €4,600 per month

In just a few years, Heizung-Billiger has become one of the most popular online marketplaces for home technology, plumbing, and heating systems. We offer private and business customers a comprehensive range of products in the areas of heating, bathrooms, air conditioning, pumps, and much more – exclusively high-quality goods from premium manufacturers for existing and new buildings. In doing so, we create modern purchasing options in a key market of the energy transition.

We develop our software in-house: our online shop, ERP system, and inventory management are all created by our own team. Customer service isn't a cost center, but rather the heart of our business – and we plan to fundamentally restructure it within the next 12 months. We're looking for you to help us achieve this!

Tasks

You will be responsible for our customer service – in terms of expertise, processes, and technology. You will work with the existing service team, redesign processes for end customers and suppliers, and integrate AI-powered automation into daily operations. At the same time, you will be the voice of customer service to our software development team.

Your projects in the first year

Migration from Freshdesk to Intercom. You will plan and be responsible for the migration of our ticketing system: data transfer, inboxes, workflows, macros, and reporting. Afterwards, you will configure Intercom so that standard requests (delivery status, invoices, order changes, returns) are resolved autonomously by AI agents.
Supplier returns portal. A concept is partially developed. You will finalize it, coordinate it with our suppliers, oversee its implementation by our development team, and roll it out within Key Account Management.
Process restructuring in service. You analyze all processes relating to end customers (inquiry, order, complaint, return) and suppliers (questions, warranty, spare parts, returns), define target processes with clear SLAs and implement them with the team.

Your current tasks

Technical development of the customer service team
Product Owner for service features in ERP and inventory management: Translating service requirements into user stories, prioritizing them, coordinating with development, and accepting them.
Development and maintenance of KPIs (AI solution rate, first response time, CSAT, return rate) and derivation of measures
Contact person for key accounts and suppliers regarding process-related issues
If necessary, complex customer cases will be handled as an escalation step.
Continuous improvement of the service experience for all B2C and B2B customers

qualification

This is what you bring with you

Several years of experience in customer service or customer success in e-commerce, including at least a few years with process or team responsibility.
Proven experience with Intercom – ideally, you have already been responsible for a migration and set up Finance/Workflows/Custom Actions.
Practical experience with AI-powered service automation : You know how to classify requests, build knowledge bases, connect function calls to backend systems, and measure and increase automation levels.
Experience as a Product Owner or in close collaboration with software development (requirements management, backlog, acceptance testing) – or the clear motivation to grow into this role
Experience with supplier and returns processes, preferably in technical trade or B2B.
Structured, analytical work: You think in terms of processes, data and interfaces, not in individual cases.
Excellent German skills, both spoken and written; good English skills for tool documentation and manufacturer contacts.
Desirable: Knowledge of building services engineering/HVAC, experience with ERP/inventory management systems, basic understanding of APIs and data models

How To Apply:

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Responsibilities