Retail Operations Specialist- Customer Service (m/f/d)

Descrizione del lavoro:

BIRKENSTOCK is a global brand which embraces all consumers regardless of geography, gender, age and income. The company is deeply footed on a family tradition of shoemaking that can be traced back to 1774. With around 7100 employees worldwide, BIRKENSTOCK is the largest employer in the German footwear industry. To ensure our quality standards, we produce over 95% of our products in Germany and source more than 90% of our materials and components from Europe. The BIRKENSTOCK Group is headquartered in Linz am Rhein and maintains several locations in Germany, as well as sales offices in Europe, North America, the Middle East and Asia.

YOUR RESPONSIBILITIES
* Professional handling of customer complaints, service cases, and inquiries from European Birkenstock retail stores
* Assessment of warranty, goodwill, and complaint cases in accordance with internal guidelines
* Written and telephone communication with customers in a professional, brand-aligned, and solution-oriented tone
* Ensuring timely, transparent, and customer-focused case resolution
* Supporting retail stores with complex customer cases that cannot be resolved directly in-store
* Close collaboration with Retail Operations, Customer Service, and other internal departments
* Creation, maintenance, and analysis of reports on customer inquiries and service cases
* Adherence to defined service and complaint processes and their continuous improvement

YOUR PROFILE
* Strong service and quality mindset with a high level of customer orientation
* Very good written and verbal communication skills
* Structured, diligent, and self-reliant working style
* High problem-solving and decision-making skills, even in escalation situations
* Experience in customer service, complaint management, or after-sales, ideally within a retail or premium environment
* Confident handling of CRM, ticketing, or ERP systems
* Very good knowledge of Microsoft M365
* Very good written and spoken German and English; additional languages are an advantage

WE OFFER:
BIRKENSTOCK offers you all the advantages of a successful, fast growing, global company: dynamic work environment, considerable design freedom, authentic and open corporate culture and excellent development opportunities. Sounds exciting? It is. Our Talent Acquisition team is looking forward to receiving your online application!
Please hand in your application in English