(Junior) Customer Relationship Manager in E-commerce

Welcome to Craftly, where creativity meets craftsmanship in every DIY kit we produce. At Craftly, we're on a mission to empower individuals to craft their own beverages, food, and cosmetics through our renowned brands: DoYourGin, Craftly, and MUYbody.

With a global reach that spans hundreds of thousands of satisfied customers, we're committed to sustainable growth, ensuring that every step we take leaves a positive impact on the world around us.

Join us at our office in Berlin Kreuzberg now! Here, you'll become part of a highly motivated and exceptionally friendly team. At Craftly, your contributions matter, and your ideas are valued. Come be a part of our journey as we revolutionize the world of DIY and inspire countless individuals to unleash their creativity

Tasks

Customer Support:

• Act as the primary point of contact for customer inquiries, feedback, and complaints.
• Develop and maintain customer service policies, procedures, and standards.
• Monitor customer satisfaction metrics and implement initiatives to improve overall satisfaction ratings.

Order Fulfillment Management:

• Monitor order fulfillment including shipping, delivery tracking, and invoicing to ensure orders are processed efficiently and accurately,
• Coordinate with the Operations and E-commerce Manager to optimize inventory management, shipping times, and costs while maintaining high-quality standards.
• Collaborate with the sales and marketing team to promote customer engagement and drive sales through effective product listing management and order fulfillment strategies.

Review Management

• Manage product reviews on various platforms and respond to customer reviews promptly and professionally.
• Utilize customer feedback and order data to identify opportunities for improvement to enhance the overall customer experience.

Further tasks to your liking:

• Partner with the marketing team to develop compelling content for email campaigns including copywriting and visual assets.
• Support the product development team with product ideas, online and offline copywriting, prototyping, and testing.
• Reach your potential and contribute to projects aligned with your professional interests.

Requirements

• You have professional experience in customer support, order fulfillment management, and review management, ideally within the e-commerce sector.
• You possess an open-minded and sociable personality, thriving on interactions with customers.
• You demonstrate high levels of ambition, self-motivation, and a keenness for continuous learning.
• Previous exposure to CRM and order management software is beneficial.
• Experience in content creation is considered a plus.
• Fluent proficiency in both German and English languages.

Benefits

• A permanent position (20-40h/week) with a competitive salary.
• International experience: Your work is global - our products belong on every continent. The focus is currently on Europe and North America, but Asia and Latin America are also on the roadmap.
• Berlin start-up benefits: You get to work in a 250 sqm loft office with a roof terrace in Kreuzberg; free drinks/snacks; MacBook, home office is also possible; training opportunities; team events...
• Modern corporate culture: we prefer to work smart than too hard; we don't have room for a selfish mindset, we encourage each other; openness and respect are the basis of our team.