Customer Service Germany

Position Overview

As a Customer Service Representative (German speaking) at ZURU, you will be the primary point of contact for customers, providing exceptional service and resolving inquiries.

You will assist with product information, order processing, troubleshooting, and ensure customer satisfaction by addressing concerns efficiently.

Position Impact

At ZURU, our CSR position is vital to driving both immediate and long-term success, rooted in our DNA of collaboration, compounding improvement, and overpreparing to win.

This role is all about delivering customer satisfaction by fostering strong partnerships, ensuring ethical standards, and addressing concerns with radical candor.

In the short term, it builds trust and creates tangible value for our customers while reinforcing our commitment to excellence.

Looking ahead, CSR enables us to shift the needle, continually improving processes and experiences that matter most to our customers.

It reflects ZURU’s ethos of good humans only, ensuring we consistently do better for our customers, partners, and the team.

• Roles & Responsibilities
• Customer Account Management
• Lead new customer onboarding by setting up ZURU as an approved vendor and completing all required customer profile documentation.

Build and maintain strong, long-term customer relationships.

• Order Fulfillment Oversight
• Drive operational efficiency and process improvements.
• Product
• Listing

Management: Fully understand customer‑specific product listing requirements, ensure accurate initial product setup, and provide comprehensive training to the China CSR team.

Continuously monitor listings to maintain data integrity.

• Order Compliance & Process

Training: Master customer order fulfillment guidelines and train the China CSR team accordingly.

Oversee order execution to ensure full compliance with customer requirements.

• System Integration & Automation: Map customer order fields to ZURU’s EDI/system to enable seamless and automated order processing.
• Inventory
• Replenishment

Leadership: Lead customer replenishment planning by developing and managing schedules.

Collaborate with the China CSR team to allocate stock in the system as needed.

• Third‑Party
• Logistics

Coordination: Liaise with 3PL providers and customer to resolve routing or fulfillment issues.

Coordinate specialized 3PL services such as co‑packing, including display assembly, palletizing, stickering, and other value‑added logistics tasks as required.

• Billing & Compliance
• Understand customer‑ and country‑specific invoice requirements. Work with the China CSR and System Support teams to automate document generation and ensure compliance.
• Financial & Dispute Support
• Monitor order payment status and support accounts receivable reconciliation. Assist in resolving billing disputes with customers when necessary.
• Issue Resolution & Process Improvement
• Proactively identify and resolve operational issues.

Collaborate with the China CSR team to develop and implement effective solutions.

Support the China CSR team in coordinating with 3PLs and drive 3PL’s continuous performance improvements.

• Customer Service & Administrative Support
• Respond to and resolve customer inquiries in a timely manner. Provide administrative and coordination support to the broader team as required.

Skills & Experience

• High school diploma or equivalent.
• 3+ years of experience in logistics & customer service, excelling in order fulfillment, inventory, and customer relations.

Experience in coordinating with 3PL of co‑packing is a preferred advantage.

• Strong communication and multitasking skills.
• Strong problem‑solving and organizational skills.
• Language Requirements: This position requires strong multilingual proficiency for the European market. Fluency in
• English and

German is essential.

Place of work: Frankfurt Area - Remote with some days in person in a coworking with other colleagues.

#J-18808-Ljbffr