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Senior Consumer Service Manager (m/w/d)

Hürth
Full-time
Permanent employee

#BEcomeMAXX

Are you passionate about delivering outstanding consumer experiences—and ready to lead a team that makes them happen?

At IronMaxx, “The Impossible is possible” is more than a motto—it’s how we operate. As Team Lead Consumer Service, you will take ownership of our day-to-day consumer service operations and guide your team in handling inquiries, complaints, returns, and order-related issues efficiently and professionally.
You will combine hands-on operational expertise with people leadership, ensuring high service quality while continuously improving processes, performance, and consumer satisfaction.

Ready to perform? Your tasks with MAXXimum focus

Consumer Service Operations

  • Lead and support the Consumer Service team in its daily operations
  • Organize workloads, priorities, team coverage, and service-channel responsibilities
  • Ensure the professional handling of consumer inquiries, complaints, returns, and escalations across all service channels
  • Oversee ticket management and processing in Greyhound
  • Monitor response and resolution times, service levels, and quality standards
  • Act as the first point of escalation for complex or sensitive consumer cases
  • Ensure consistent, solution-oriented communication with consumers and external partners
  • Foster a collaborative, accountable, and consumer-focused approach within daily operations
  • Step into day-to-day case handling when operational support is required
Order & Complaint Management
  • Oversee the processing of complaints and product claims in accordance with internal procedures
  • Support the team in resolving complex cases and operational bottlenecks
  • Ensure the accurate transfer and maintenance of orders and relevant consumer data in SAP
  • Coordinate order corrections, replacements, refunds, and returns
  • Work closely with Logistics, Warehouse, E-Commerce, Quality, and other internal stakeholders
  • Ensure that all consumer cases, decisions, and actions are documented accurately and consistently
Performance Management & Process Improvement
  • Set clear performance expectations and provide regular feedback and coaching
  • Conduct team meetings, one-on-one conversations, and performance reviews
  • Support the onboarding, training, and ongoing development of team members
  • Track and report on ticket volumes, complaint trends, resolution times, service quality, and team performance
  • Identify recurring consumer issues and their underlying causes
  • Develop and implement measures to improve processes, service quality, and consumer satisfaction
  • Establish efficient workflows, guidelines, and service standards
  • Share consumer insights with relevant departments and support corrective actions
  • Contribute to the continuous development of our systems, tools, and service procesces

Your skillset - as strong as our protein

  • At least 3 years of experience in Consumer Service, Customer Support, Customer Care, or a comparable environment
  • Initial leadership experience as a Team Lead, Supervisor, Senior Agent, or in a similar coordinating role
  • A motivating and supportive leadership style combined with a hands-on mentality
  • Experience working with ticketing systems; Greyhound experience is a plus
  • Experience with SAP or another ERP system
  • Strong organizational, prioritization, and decision-making skills
  • A solution-oriented mindset and strong problem-solving abilities
  • Confidence in handling escalations and challenging consumer situations
  • A good understanding of service KPIs, reporting, and quality management
  • Excellent communication skills and a strong focus on consumers and results
  • Business-fluent German and English; additional languages are a plus

About us

Quality & Innovations from IronMaxx® Nutrition
    
Premium sports nutrition - Designed in Germany!
    
Producing the best sports nutrition worldwide is the goal of IronMaxx®.

The production of highly efficient sports nutrition of the best quality and the constant further development of our products led to the award of the State Prize for Excellent Food Quality by the State of North Rhine-Westphalia. However, this is no reason for us to rest on our laurels - we are constantly working with the greatest passion to offer you supplements that inspire, work and taste great! The integration of the latest study results and the evaluation of practical field research in cooperation with professional sports clubs and our customers have led to permanent innovation in the development of new sports and fitness nutrition at IronMaxx® Nutrition since the company was founded in 2004.

In addition to the basics of sports nutrition in the areas of strength/endurance, muscle building and diet, this includes effective nutritional supplements for health and prevention, intelligent new combinations of active ingredients and improved dosage forms, such as our Tricaps®.

In the area of protein products, for example, IronMaxx® has set a milestone in the evolution of the latest sports nutrition products with the development of water-based protein powders in over 31 flavors. The sweet spread with the world's highest protein content, IronMaxx® Protein Creme, also comes from us.

Designed in Germany - as a German sports nutrition manufacturer, IronMaxx® is also committed to outstanding quality and seamless quality control.

High performance - the goal is the goal.

Well-known professional clubs, such as the eight-time German ice hockey champions, the "Kölner Haie", or the traditional handball club VfL Gummersbach with its unique success story, have relied for years on the efficient sports nutrition from IronMaxx® and on our expertise in the use and mode of action of nutritional supplements.

While in many areas of life the "path is often proclaimed as the goal", our customers usually have a very clear idea of their "dream body" and its desired performance. This passion to achieve their personal goal is something we share with all our partners and customers - be it an athletic body, achieving new personal bests, reducing body weight or achieving sporting team success.

IronMaxx® products have therefore become an integral part of the product range of many European fitness studios, wholesalers, pharmacies and body stores in recent years due to their high quality.