Job Description
About Orange Connex
Orange Connex is a global e-commerce logistics provider (4PL), offering international shipping and fulfilment solutions developed through a joint venture with eBay.
For over eight years, we have supported sellers and their customers with unique eBay seller protection, fast delivery across Germany and the UK, and comprehensive fulfilment services throughout the EU.
Our global network includes operations in Germany, the United Kingdom, the United States and Australia, enabling us to provide efficient cross-border logistics and scalable fulfilment solutions.
The Role at a Glance
As a Customer Service Specialist, you will be the first point of contact for our B2B clients and eBay sellers. You will support them in the day-to-day use of our fulfilment services and play a key role in delivering an excellent customer experience.
You will collaborate closely with internal teams and international colleagues, while actively contributing to the continuous improvement of our processes and services.
Your Responsibilities
Customer Support
· Provide dedicated support to our (key account) sellers via email, telephone and live chat regarding our fulfilment services.
· Handle enquiries efficiently, professionally and in a structured manner to maintain high levels of customer satisfaction.
· After successful onboarding and training, independently manage your own portfolio of sellers and respond to their queries responsibly.
· Take on additional responsibility for selected key accounts as you grow in the role.
· Support clients in optimising their supply chain and fulfilment strategies.
Collaboration & Communication
· Communicate regularly with internal colleagues, particularly teams based in the UK and Shanghai.
· Work closely with Operations, Product Management and Sales teams.
Continuous Improvement
· Contribute proactively to improving our processes, tools and products alongside Product Managers and colleagues.
· Identify recurring customer issues and suggest practical improvements.
· Help build strong, long-term relationships and turn eBay sellers and e-commerce businesses into loyal Orange Connex advocates.
What You Bring
· A positive, professional and service-oriented communication style, both written and spoken.
· German at near-native level and good English language skills; additional languages are advantageous.
· Previous experience in customer service, B2B support, or a service-driven environment, ideally within e-commerce or logistics.
· Proficiency in Microsoft Office (Outlook, Word, Excel); experience with Zendesk, SharePoint and Confluence/Atlassian is desirable.
· A courteous manner, patience and strong empathy when dealing with customers.
· A proactive, solution-focused mindset with strong attention to detail.
· The ability to work independently in a structured and reliable way.
· Experience or knowledge of process optimisation and continuous improvement is an advantage.
· The unrestricted right to work in the UK (Orange Connex does not provide visa sponsorship).
What We Offer
· Hybrid working model: 3 days in the office and 2 days working from home after successful onboarding.
· A modern office located in Chiswick.
· Team events and social activities.
· A friendly, supportive and international working environment.
Orange Connex is an equal opportunities employer. We value diversity and welcome applications regardless of gender, religion, ethnicity, background, sexual orientation, gender identity, age, marital status or disability.
Please note: Orange Connex does not offer visa sponsorship. All candidates must have the unrestricted right to work in the United Kingdom.