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

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  Act as the primary point of contact for German-speaking customers and accounts.
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  Manage and respond to customer enquiries relating to website orders, accounts, and e-commerce platforms.
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  Handle client discussions professionally via email, phone, and internal systems.
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  Build strong relationships with customers, ensuring a high level of service and satisfaction.

Website & Platform Support

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  Investigate and resolve website-related queries, order issues, and platform functionality questions.
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  Liaise with internal teams (e-commerce, logistics, technical support) to resolve customer issues efficiently.
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  Proactively identify recurring issues and suggest improvements to processes and customer experience.

Operational & Administrative Support

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  Maintain accurate customer records and account notes within CRM and internal systems.
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  Track queries, resolutions, and follow-ups to ensure timely outcomes.
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  Support reporting on customer trends, issues, and account activity where required.

Proactive Account Ownership

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  Take full ownership of customer queries through to resolution.
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  Actively follow up on open cases and outstanding actions.
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  Identify upselling or retention opportunities where appropriate.

Essential Skills & Experience

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  Fluent German and English (spoken and written).
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  Previous experience in customer service, account management, or e-commerce support.
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  Confident handling website, platform, and order-related queries.
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  Strong communication and interpersonal skills.
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  Highly organised with excellent attention to detail.
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  Proactive, self-motivated, and able to work independently.
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  Strong IT skills, with experience using CRM systems, e-commerce platforms, or order management systems.
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  Full UK driving licence and ability to commute to an office-based role in York.

Desirable Experience

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  Experience working within an e-commerce or online retail environment.
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  Familiarity with international customers or German-speaking markets.
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  Experience supporting B2B or key customer accounts.

Benefits

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  Competitive salary
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  Private healthcare
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  Free on-site parking
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  Company pension scheme
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  Paid holidays
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  Supportive, modern office environment
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  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.