As our Customer Success Manager, you will take full ownership of the entire customer order process, from confirmation to coordination with the supply chain team and final closure. In addition, you'll actively identify opportunities to improve efficiency, contribute to process improvements, and track key performance indicators.

• Take full ownership of end-to-end customer order processes: from order confirmation, through coordination with the supply chain team, to final order closure
• Handle order-related issues including modifications, delays, complaints, and escalations, ensuring timely and effective resolution
• Respond promptly and professionally to customer inquiries via phone, email, or chat regarding products, availability, order status, and delivery
• Prepare and maintain accurate order documentation to support invoice creation and dispatch to customers
• Identify opportunities to improve operational efficiency and actively contribute to continuous process improvements
• Develop, track, and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction

• You bring 3+ years of hands-on experience in a similar role and know how to navigate operational processes with confidence
• You have a proactive mindset and a high level of personal accountability
• You enjoy working with data, uncovering patterns, and using insights to improve performance
• High level of accountability and a strong sense of ownership
• You keep things running smoothly, stay on top of details, and bring clarity to complexity
• With a strong service mindset and excellent communication skills, you collaborate well across teams and stay focused on solutions
• Proficiency in ERP systems and/or Microsoft Excel are an advantage 
• Fluency in German and English, both written and spoken

• Healthy, Delicious Meals: Fresh, subsidised daily lunches, along with unlimited snacks and drinks to keep you energised
• Generous Vacation Time: 30 days of paid holiday each year to recharge and pursue your personal passions
• Work-Life Flexibility: Flexible working hours, and a flat-hierarchy environment where collaboration and open communication thrive
• Supporting Healthy Lifestyle: Discount to Urban Sports Club so you can stay active and fit
• Team-Building Events: Strengthen connections and foster a positive team dynamic
• Sensory Experiences: Evaluate and contribute to the flavour, colour, and aroma of both current and future recipes
• Chocolate, Every. Single. Day: Because who wouldn't want to indulge in delicious chocolate every single day?