Process and Training Manager DE & NL (m/f/d)

Process and Training Manager DE & NL (m/f/d)

Full-time

Online marketplaces have never been this awesome.

As an e-commerce Marketplace, Metro Markets GmbH works with hundreds of Vendors(suppliers) within Germany, Europe and beyond, managing thousands of products to deliver on our customer’s needs while providing great service.

We are currently looking for an exceptional “Project & Process Manager” to join our Customer Service team at our Dusseldorf office. Some of your main responsibilities will be, but not limited to the following:

• E2E Management of Customer Service-related projects
• Proactive and independent identification of improvement potentials and implementation/execution of corresponding projects
• Reporting on project status and progress
• Creating & aligning processes to resolve customer inquiries
• Maintaining content in customer portal & internal systems

You've got

• Process management & mapping capabilities
• Strong analytical e.g., Power BI know how and organizational skills
• Monitor and evaluate the effectiveness of customer service processes and training programs, making recommendations for improvements as needed.
• Work closely with stakeholders and customer service teams to understand their needs and develop processes to improve the performance of the Contact Centers
• Oversee the development of training materials for customer service teams, including online courses, workshops, and presentations.
• Conduct Train-the-Trainer sessions
• Continuous development of our training materials
• First contact for any kind of process management-related questions, coaching questions, process feedback for the contact center and internal interfaces
• Coordination with all relevant interfaces and documentation of all service-relevant information as well as ensuring standards (handouts, processes, etc.)
• Creating ,maintaining and developing training material
• Deliver and coordinate train the trainer, trainings and refreshers
• Excellent communication skills English & C1 level German is required. Dutch language skills are a plus.
• Willingness to travel (within Europe)

We've got

• Innovative product and exciting career opportunities in an agile environment with a start-up mentality
• A diverse and vibrant international environment of 70+ different nationalities
• Flexible working hours and hybrid working with also flexible home office policy
• 30 days of vacation per year
• Full support from METRO Group – our mother company
• Metro Card for shopping at discounted rates & company discounts with renowned brands
• JobRad for commuting
• Health and wellbeing support
• Language courses subsidy for professional growth
• Attractive referral program
• Team events, MeetUps, and TechTalks
• And much more

About us

We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others.