Manager Customer Service E-Commerce Europe

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy. Simply click APPLY ONLINE and follow the steps to upload your application.

At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal opportunity - no matter your background, identity, or experience. To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability.We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play.

• Resolve escalated customer issues (3rd level) with empathy and efficiency
• Independently analyse data and draw out insights
• Provide continuous quality improvements, backlog prioritizations and ticket management
• Monitor the operational performance of 3rd party customer service providers against defined goals and requirements
• Regular reporting on customer service performance
• Secure consistent service communication throughout all touchpoints.
• Customer-Centric Mindset: Strong focus on delivering excellent customer experience
• Communication: Excellent written and verbal communication skills
• Analytical Thinking: Good analytical skills with a keen interest in e-Commerce
• Technical Proficiency: Advanced skills in MS Excel and other MS Office tools
• Collaboration: Experience working with vendors and cross-functional teams
• Work Ethic: Independent, self-motivated, adaptable to changing priorities
• Language Skills: Fluent in English (spoken and written) 1 additional language would be good, not mandatory.

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.

PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000 employees worldwide.

The PUMA corporate Headquarters are located in Herzogenaurach or Herzo, as we like to call our hometown, located in southern Germany close to Nuremberg. Every day, more than 1000 colleagues walk through our doors, ready to push sport and fashion forward. And if you’re lucky, you just might run into Usain Bolt or Antoine Griezmann walking down the hall.