Customer Service Manager E - commerce (m/w/d) - Hamburg

Customer Service Manager E-Commerce (M/W/D) - Hamburg

Dentina GmbH is one of the leading providers of dental products in Germany. As part of the international Henry Schein group, we combine the agility of a dynamic team with the strength of a global network. Currently, we are in an exciting transformation phase: Our business model is increasingly developing towards e-commerce and digitalized customer processes. Together with you, we would like to actively shape these changes and are looking for you as

Customer Service Manager E-Commerce (M/W/D) - Hamburg

Task

• Customer Support via Digital Channels: You process and resolve customer inquiries via email, chat, and contact forms, ensuring that all concerns are answered quickly and satisfactorily.
• Order Entry and Processing: You handle order entry via SAP and ensure efficient processing of orders and returns.
• E-Commerce Orders: Your experience with e-commerce webshop orders helps you to optimally manage the processes from order to delivery and support customers with questions about orders.
• Process Optimization and Tools: You actively contribute to the improvement of our service processes and work with common customer service tools such as helpdesk systems, ticketing tools, or CRM systems.
• Collaboration with Other Departments: You coordinate with logistics, warehouse, sales, and IT departments to ensure that all customer concerns are addressed quickly and efficiently.
• Customer Feedback and Reporting: You collect and analyze customer feedback and derive optimization potentials for the service processes.

Requirements:

• Experience in Customer Service: You have experience in customer service, ideally in e-commerce, and are familiar with the common digital communication channels such as email, chat, and contact forms.
• SAP Knowledge: You have experience in order entry via SAP or a similar ERP software and can easily handle orders and returns.
• Experience with E-Commerce Webshop Orders: Experience with e-commerce ordering processes is advantageous, as you are directly involved in the processing of orders and inquiries about the online shop.

Experience as a Call Center Agent (optional): Previous experience as a call center agent is beneficial but not required.

• Knowledge of Customer Service Tools: You already have experience with helpdesk software, ticketing systems, or CRM tools to efficiently manage and document inquiries.

What We Offer – Your Environment at Dentina:

Working at the Pulse of Transformation:

You actively shape the digital development of our company with

Flat Hierarchies & Short Paths:

You are part of a small, effective team with plenty of room for ideas and personal responsibility.

Learning Curve Guaranteed:

You get insights into central company areas and learn methods, tools, and technologies directly in application.

Training & Development:

Access to our group-wide academy as well as individual promotion of your professional development.

Additional Benefits:

30 days of vacation, company pension plan, company bike, fruit basket etc.

Ready for the next career step? Then apply now!