Customer Excellence Consultant (German speaker)

Role Overview

As the Customer Excellence Consultant (German Speaker), you will play a pivotal role in driving customer experience. This position requires a strategic mindset and strong technical acumen. You will be responsible for providing exceptional support to our clients, ensuring their satisfaction and excellence. You will lead customer onboarding and drive ongoing customer excellence and satisfaction. You will ensure a seamless experience for clients from initial setup to sustained excellence. You will play a crucial role in building and maintaining positive relationships with our customers, addressing their inquiries, troubleshooting functional issues, and advocating for their needs within the organization. 

Key Responsibilities

1. Customer Experience

• Provide world-class support via live chat and Email
• Provide accurate and efficient resolution to customer issues, escalating complex problems to the appropriate internal teams when necessary.
• Document and track customer interactions, issues, and resolutions in our CRM system, ensuring thorough and accurate record-keeping.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and other support resources to empower customers and enhance self-service capabilities.
• Collaborate with internal teams (Product, Engineering, Sales and Support) to resolve customer issues.

2. Customer Excellence Strategy & Customer Relationship Management

• Act as the primary point of contact for Cargobase customers, ensuring consistent and high-quality customer experience.
• Build and maintain strong relationships with key customer stakeholders, ensuring customer needs are met and satisfaction is achieved.
• Sustain business growth and profitability by maximizing customer value and experience.
• Proactive monitor customer health and usage data, identifying opportunities to increase platform adoption and usage.
• Conduct regular business reviews with customers to share insights, align on goals, and identify opportunities to deepen value and strengthen the partnership.
• Identify upsell opportunities and partner with Sales to grow customer accounts.

3. Customer Advocacy & Continuous Improvement

• Advocate for customer needs during internal product development discussions.
• Collect and analyze customer feedback to identify trends, pain points, and areas for improvement.
• Drive the development of self-service resources such as knowledge bases, FAQs, and tutorials.
• Collaborate with Sales to identify upsell and cross-sell opportunities, supporting upsell within existing customer accounts.
• Identify process improvement opportunities and streamline implementation and excellence workflows.

4. Customer Support / Issue Resolution & Escalations

• Handle Hubspot tickets and escalate technical and operational issues requiring advanced troubleshooting.
• Collaborate closely with internal teams to resolve recurring challenges or platform gaps.
• Track, document, and share best practices across the team to improve customer support quality.

Key Qualifications

1. Education & Experience

• 3+ years of experience in customer support, customer excellence, or technical consulting roles.
• Strong experience in supply chain, logistics, SaaS, or B2B software is preferred.
• Fluent German support.

2. Skills & Competencies

• Customer-Centric Mindset: Passionate about customer experience and committed to delivering world-class support.
• Technical Acumen: Ability to learn new systems quickly, understand technical concepts, and explain them to non-technical users.
• Leadership & Ownership: Ability to take full ownership of customer excellence, from onboarding to expansion.
• Problem Solving: Analytical thinker with the ability to identify and resolve customer issues.
• Communication Skills: Excellent verbal and written communication skills, capable of engaging with senior stakeholders.
• Process Improvement: Strong process improvement skills, with the ability to streamline implementation workflows.

3. Tools & Technology

• Experience with CRM and support tools (e.g., HubSpot, Zendesk, Intercom, or similar).
• Experience with Project Management tools (e.g., RocketLane, MS Project or similar).
• Knowledge of supply chain management systems (e.g., SAP, Oracle) is a plus.
• Familiarity with Confluence
• Familiarity with Jira