Remote Order Support Specialist

About the Company

Otto Group is a globally active retail and services group with approximately 50,000 employees and a strong presence in over 30 countries. As a leading e-commerce player, we are committed to providing exceptional customer experiences and fostering a dynamic, supportive work environment. We believe in innovation, sustainability, and empowering our teams to deliver their best, no matter where they are located.

Job Description

We are seeking a highly motivated and detail-oriented Remote Order Support Specialist to join our e-commerce team. This is a 100% remote position where you will play a crucial role in ensuring a seamless customer experience by efficiently managing and resolving order-related inquiries. You will be the primary point of contact for customers, ensuring their orders are processed accurately and any issues are addressed promptly and professionally.

Key Responsibilities

• Process and manage customer orders, including modifications, cancellations, and returns.
• Respond to customer inquiries via email, chat, and phone regarding order status, product information, and delivery.
• Troubleshoot and resolve order-related issues efficiently and professionally.
• Collaborate with logistics and sales teams to ensure timely order fulfillment and customer satisfaction.
• Maintain accurate records of customer interactions and transactions in our CRM system.
• Identify and escalate complex issues to senior support specialists or relevant departments as needed.
• Contribute to the continuous improvement of our customer service processes.

Required Skills

• Proven experience (1+ year) in customer service or order support, preferably in an e-commerce environment.
• Excellent written and verbal communication skills in English (C1/C2 level).
• Strong problem-solving abilities and exceptional attention to detail.
• Proficiency with CRM software and e-commerce platforms.
• Ability to work independently and manage time effectively in a remote setting.
• Reliable internet connection and a dedicated, quiet home office setup.

Preferred Qualifications

• Fluency in German or another European language is a significant plus.
• Familiarity with Otto Group's products and services.
• Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Associate's or Bachelor's degree in a relevant field.

Perks & Benefits

• Competitive monthly salary with performance incentives.
• Comprehensive health and wellness programs.
• Flexible working hours to support work-life balance.
• Opportunities for professional development and career growth within a leading e-commerce group.
• Employee discounts on a wide range of Otto Group products.
• Fully remote work model with ergonomic home office support.
• A supportive and collaborative team culture.

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