Customer Account Manager - German Speaking (E-commerce)

Location: York (Office-based) Contract: Full-time, Permanent Hours: Monday to Friday 9-5.30 or 8.00-4pm 40 hours Salary: 25-27k Exp depending + Excellent Benefits

Role Overview

A fast-growing e-commerce retailer based in York is seeking a confident and proactive German-speaking Customer Account Manager to join its in-office customer operations team. This is a hands-on, customer-facing role focused on managing German-speaking customer accounts, responding to website and platform queries, and supporting client discussions across digital channels. The successful candidate will be a self-starter, highly organised, and comfortable taking ownership of customer issues from start to finish. Due to the office-based nature of the role and location, a full UK driving licence is required.

Key Responsibilities

Customer & Account Management

Act as the primary point of contact for German-speaking customers and accounts.

Manage and respond to customer enquiries relating to website orders, accounts, and e-commerce platforms.

Handle client discussions professionally via email, phone, and internal systems.

Build strong relationships with customers, ensuring a high level of service and satisfaction.

Website & Platform Support

Investigate and resolve website-related queries, order issues, and platform functionality questions.

Liaise with internal teams (e-commerce, logistics, technical support) to resolve customer issues efficiently.

Proactively identify recurring issues and suggest improvements to processes and customer experience.

Operational & Administrative Support

Maintain accurate customer records and account notes within CRM and internal systems.

Track queries, resolutions, and follow-ups to ensure timely outcomes.

Support reporting on customer trends, issues, and account activity where required.

Proactive Account Ownership

Take full ownership of customer queries through to resolution.

Actively follow up on open cases and outstanding actions.

Identify upselling or retention opportunities where appropriate.

Essential Skills & Experience

Fluent German and English (spoken and written).

Previous experience in customer service, account management, or e-commerce support.

Confident handling website, platform, and order-related queries.

Strong communication and interpersonal skills.

Highly organised with excellent attention to detail.

Proactive, self-motivated, and able to work independently.

Strong IT skills, with experience using CRM systems, e-commerce platforms, or order management systems.

Full UK driving licence and ability to commute to an office-based role in York.

Desirable Experience

Experience working within an e-commerce or online retail environment.

Familiarity with international customers or German-speaking markets.

Experience supporting B2B or key customer accounts.

Benefits

Competitive salary

Private healthcare

Free on-site parking

Company pension scheme

Paid holidays

Supportive, modern office environment

Career development and progression opportunities

ATS & Boolean Keywords Embedded

Customer Account Manager, German Speaking, E-commerce, Online Retail, Account Management, Customer Service, CRM, Website Support, Platform Support, York, Office Based, Full-Time, Bilingual, German