Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Ochtrup
- Working Model
- Onsite
Job Summary
In this position, you will handle technical complaints from Dutch customers, analyze issues, communicate solutions, and coordinate internal and external interfaces for quick resolution.
Job Technologies
Your role in the team
- You are the primary contact for technical inquiries from our Dutch customers after the purchase.
- You ensure that complaints are properly recorded, technically classified, transparently communicated, and quickly and sustainably resolved in collaboration with all parties involved.
- The role combines technical understanding, process security, and genuine service orientation – it is precisely at this intersection that a tangible added value is created for our customers and for GGM.
- Acceptance, review, and processing of technical customer inquiries and complaints in the after-sales sector via telephone, email, and CRM system.
- Initial technical fault analysis based on customer information, photos, videos, and product data, as well as structured classification of the issue.
- Implementation of appropriate measures such as troubleshooting, spare parts delivery, return, replacement delivery, or forwarding to relevant specialist departments.
- Technical and procedural support for complaint customers - remotely and, if necessary, at the showroom in Ochtrup.
- Structured documentation of all processes in Salesforce as well as active follow-up on open cases and service levels.
- Transparent status communication with customers and internal interfaces throughout the entire solution process.
- Coordination with logistics partners regarding product returns, returns, delivery deviations, and replacement shipments.
- Close collaboration with purchasing, quality, product management, and external service partners to identify root causes and implement sustainable solutions.
- Identifying recurring error patterns and proposing improvements for processes, communication, and service quality.
- Contributing to the expansion of knowledge within the team, for example through case studies, FAQs, or standardized procedures.
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Our expectations of you
Education
- You have completed a commercial or technical apprenticeship, for example in the fields of wholesale and foreign trade management, office management, e-commerce, support, or in a comparable specialized area.
Qualifications
- You possess technical understanding and quickly familiarize yourself with complex products, processes, and contexts.
- You speak Dutch very well and additionally German or English, and you can express yourself confidently in writing and orally.
- Resilience, a sense of responsibility, organizational talent, and a solution-oriented work approach characterize you.
- You enjoy working in a team, take responsibility for your cases, and actively participate in cross-departmental coordination.
Experience
- Ideally, you bring professional experience in After Sales, technical customer service, or complaint management; dedicated career changers with a strong affinity for technology are also welcome.
- You are proficient in using MS Office; experience with CRM systems - ideally Salesforce - is an advantage.
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What we offer
- A structured onboarding.
- Clear processes and your personal buddy will help you get started quickly.
- You will receive a targeted introduction to your tasks, our tools, and company processes.
- We promote team communication so that you feel directly part of GGM Gastro.
- Training sessions and regular feedback support your professional and personal development.
- Company-owned canteen with fresh, affordable lunch.
- Free coffee bar, beverages, and fresh fruit.
- EGYM Wellpass for over 9,000 sports and wellness studios.
- Health bonus (5% of the semi-annual gross income with full attendance without illness).
- Employee offers and discounts via Corporate Benefits.
- Also look forward to additional benefits that we will introduce to you during the introductory interview.
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Job Locations
This is your employer
GGM Gastro International GmbH
Wir sind ein deutsches Unternehmen, welches sich zur Aufgabe gemacht hat, Großgastronomie jeden Tag neu zu erfinden. Was sind die Trends? Welche Innovationen gibt es? Wie können wir die Arbeit des Gastronomen erleichtert? Mit all diesen Fragen sind wir weltweit auf der Suche nach den neusten und besten Produkten für die Gastronomie.
Description
- Company Type
- Established Company
- Working Model
- Full Remote, Onsite
- Industry
- Trade
Technical support
- Location
- Ochtrup
- Working Model
- Onsite
- Diversity
- Open for all genders
