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For Companies At a Glance
- Tasks: Join us to enhance logistics and customer experience for our German market.
- Company: We're a dynamic eCommerce company focused on delivering exceptional service.
- Benefits: Enjoy flexible working options and a vibrant team culture.
- Why this job: Be part of a fast-paced environment where your ideas can drive real change.
- Qualifications: Fluent in German and English with 2+ years in CX or operations.
- Other info: Embrace a culture of transparency, trust, and continuous learning.
The predicted salary is between 30000 - 42000 £ per year.
About the Role: We are looking for a driven, detail-oriented Operational & Customer Experience Executive to join our team, focused on our German market. You’ll play a critical role in ensuring our logistics, courier operations, and customer experience are executed seamlessly, working closely with our 3PL warehouse in Germany, courier partners, and internal teams. Whilst providing an on brand experience directly with our customers.
Key Responsibilities:
- Operations & Logistics
- Act as the primary operational liaison between our business and the 3PL warehouse in Germany.
- Monitor daily order fulfilment, inventory accuracy, and dispatch timelines.
- Continuously check on any operational challenges an order may face including order amendments and courier address changes.
- Collaborate with the 3PL's Account Management Team to proactively resolve any warehousing or courier issues.
- Lead root cause analysis of operational problems and implement sustainable solutions feeding this back to the wider business.
- Track and manage return rates, damages, and delivery failures, working closely with courier partners and the Customer Experience Manager.
- Analytics & Reporting
- Analyse operational KPIs and CX metrics (e.g. delivery times, resolution rates, NPS).
- Produce regular insights to support continuous improvement in operations and customer service.
- Use data to identify pain points and drive process optimisations across logistics and customer touchpoints.
- Customer Experience
- Drive the overall customer experience strategy for the German market, ensuring a consistent and localised approach.
- Collaborate with the wider CX and Brand teams to adapt tone, content, and communication for DE customers.
- Support the DE Executives with complex cases or escalations.
- Ensure all post-purchase experiences (delivery, returns, refunds, etc.) are frictionless and in line with brand expectations.
- Take ownership of Customer reviews across multiple platforms including Trustpilot and Etrusted shop and reach out directly to customers with support.
- Cross-Functional Collaboration
- Liaise with internal teams including CX, Logistics, Product, and Tech to ensure the German operational ecosystem is well supported.
- Represent the DE market CX meetings, advocating for customer needs and process improvements.
Key Requirements:
- Fluent German & English speaker.
- 2+ years of experience in a CX role, operations or logistics, preferably in eCommerce, D2C, or with a 3PL partner.
- Strong analytical mindset—comfortable working with Excel/Google Sheets, dashboards, and BI tools.
- Excellent problem-solving and communication skills.
- Hands-on experience with courier or warehouse management is a strong advantage.
- Self-starter, proactive, and able to thrive in a fast-paced environment.
Core Behaviors:
- Pace: Know that speed is your greatest ally. It builds momentum and is key for growth. Go fast.
- Communication: Know that team is your greatest asset. Talk to them face to face, don’t try to go alone.
- Trust: When you say you’ll do it, do it. When someone asks for help, you give it.
- Transparency: Nothing is off limits, to anyone at any time. Remove walls & call out red tape.
- Challenge: Get comfortable with feeling uncomfortable. We need you to go where you’re scared to.
- Learn: Drive a culture of experimentation and continuous improvement.
- 360 Management: Manage up, down and across. Regardless of title, everyone is a leader. So Lead.
Contact Detail:
Protein Works Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land German Operational & Customer Experience Executive
✨Tip Number 1
Familiarise yourself with the German eCommerce landscape. Understanding local customer preferences and logistics challenges will help you stand out as a candidate who is not only qualified but also genuinely interested in the role.
✨Tip Number 2
Network with professionals in the logistics and customer experience sectors, especially those who have experience with 3PL partners. Engaging in conversations can provide insights into the industry and may even lead to referrals.
✨Tip Number 3
Brush up on your analytical skills, particularly with Excel or Google Sheets. Being able to demonstrate your ability to analyse KPIs and metrics during interviews will show that you're ready to tackle the data-driven aspects of the role.
✨Tip Number 4
Prepare examples of how you've successfully resolved operational challenges in previous roles. Being able to share specific instances where you've improved processes or customer experiences will highlight your problem-solving skills.
We think you need these skills to ace German Operational & Customer Experience Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience, operations, and logistics. Emphasise any roles where you've worked with eCommerce or 3PL partners, as this is crucial for the position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and operational excellence. Mention specific examples of how you've improved processes or resolved issues in previous roles, particularly in a fast-paced environment.
Showcase Language Skills: Since fluency in German and English is essential, ensure you mention your language proficiency clearly. If applicable, provide examples of how you've used these skills in a professional context.
Highlight Analytical Skills: Demonstrate your analytical mindset by including any experience with data analysis tools or methods. Mention specific KPIs you've tracked or improvements you've made based on data insights to show your capability in this area.
How to prepare for a job interview at Protein Works
✨Showcase Your Language Skills
As a German Operational & Customer Experience Executive, fluency in both German and English is crucial. Be prepared to demonstrate your language proficiency during the interview, perhaps by discussing your previous experiences or handling hypothetical customer scenarios in both languages.
✨Highlight Relevant Experience
Make sure to discuss your 2+ years of experience in customer experience, operations, or logistics, especially if it's within eCommerce or with a 3PL partner. Use specific examples to illustrate how you've successfully managed operational challenges or improved customer satisfaction in past roles.
✨Demonstrate Analytical Skills
Since the role requires strong analytical capabilities, be ready to talk about your experience with data analysis tools like Excel or Google Sheets. Prepare to discuss how you've used data to identify pain points and drive process improvements in your previous positions.
✨Emphasise Problem-Solving Abilities
The ability to solve problems effectively is key for this role. Share examples of complex issues you've faced in operations or customer service and explain the steps you took to resolve them. This will show your potential employer that you're proactive and capable of thriving in a fast-paced environment.
