Job Description
Customer Account Manager - German Speaking (E-commerce)
Location: York (Office-based)Contract: Full-time, PermanentHours: Monday to Friday 9-5.30 or 8.00-4pm 40 hoursSalary: 25-27k Exp depending + Excellent Benefits
Role Overview
A fast-growing e-commerce retailer based in York is seeking a confident and proactive German-speaking Customer Account Manager to join its in-office customer operations team.This is a hands-on, customer-facing role focused on managing German-speaking customer accounts, responding to website and platform queries, and supporting client discussions across digital channels. The successful candidate will be a self-starter, highly organised, and comfortable taking ownership of customer issues from start to finish.Due to the office-based nature of the role and location, a full UK driving licence is required.
Key ResponsibilitiesCustomer & Account Management
* Act as the primary point of contact for German-speaking customers and accounts.
* Manage and respond to customer enquiries relating to website orders, accounts, and e-commerce platforms.
* Handle client discussions professionally via email, phone, and internal systems.
* Build strong relationships with customers, ensuring a high level of service and satisfaction.
Website & Platform Support
* Investigate and resolve website-related queries, order issues, and platform functionality questions.
* Liaise with internal teams (e-commerce, logistics, technical support) to resolve customer issues efficiently.
* Proactively identify recurring issues and suggest improvements to processes and customer experience.
Operational & Administrative Support
* Maintain accurate customer records and account notes within CRM and internal systems.
* Track queries, resolutions, and follow-ups to ensure timely outcomes.
* Support reporting on customer trends, issues, and account activity where required.
Proactive Account Ownership
* Take full ownership of customer queries through to resolution.
* Actively follow up on open cases and outstanding actions.
* Identify upselling or retention opportunities where appropriate.
Essential Skills & Experience
* Fluent German and English (spoken and written).
* Previous experience in customer service, account management, or e-commerce support.
* Confident handling website, platform, and order-related queries.
* Strong communication and interpersonal skills.
* Highly organised with excellent attention to detail.
* Proactive, self-motivated, and able to work independently.
* Strong IT skills, with experience using CRM systems, e-commerce platforms, or order management systems.
* Full UK driving licence and ability to commute to an office-based role in York.
Desirable Experience
* Experience working within an e-commerce or online retail environment.
* Familiarity with international customers or German-speaking markets.
* Experience supporting B2B or key customer accounts.
Benefits
* Competitive salary
* Private healthcare
* Free on-site parking
* Company pension scheme
* Paid holidays
* Supportive, modern office environment
* Career development and progression opportunities
ATS & Boolean Keywords Embedded
Customer Account Manager, German Speaking, E-commerce, Online Retail, Account Management, Customer Service, CRM, Website Support, Platform Support, York, Office Based, Full-Time, Bilingual, German.
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