Customer Service Specialist US (m/f/d)

Boston, US Munich, DE

CYBEX is a company that puts tomorrow’s people at the heart of its brand. Always questioning the status quo and not afraid of challenging the establishment, CYBEX has become not just a leader in child safety but is seen as an innovative lifestyle and fashion brand for parents. We offer car seats, baby carriers, kids furniture and strollers enabling parents to keep their little ones safe in style. After growing rapidly in the last few years, we look for ambitious talent to contribute to CYBEX’s success story.

Your areas of responsibilities.

  • Participate and influence all relevant consumer relationships and customer service processes for CYBEX future D2C business (Omnichannel) in US from the scratch
  • Drive, initiate and support CYBEX north American expansion from a customer service perspective in close collaboration with cross-functional teams as e.g. product management, global supply chain, R&D, Marketing, Operations and IT
  • Responsible for the ownership and management of all consumer service operational duties of the Direct-to-Consumer channels in North America 
  • Leading a team of internal and external 1st level support agents in different locations across North America
  • Develop and manage the processes and relationship between new consumer services and existing B2B after sales services and operations to build up lean, customer centric operations
  • Driving, evaluating and continuously improving our consumer care, as well as vendors’ performance and metrics in consideration of relevant SLAs to ensure the highest quality standards
  • Identify, develop and deploy new solutions to improve customer service levels and costs and promote best practices throughout the global Direct-ot-consumer network


Your profile of qualification:

  • Strong eCommerce / Direct-to-consumer background with demonstrated consumer service and operations experience
  • First-hand experience in monitoring, leading and improving customer service vendors performance or similar customer experience management 
  • Deep eCommerce process understanding (from modeling up to process optimization) 
  • Experience in consumer care systems architecture and processes, preferred Salesforce Service Cloud, ideally combined with eCommerce Shop systems as Salesforce Commerce Cloud
  • Excellent consumer care service operations experience and knowledge, preferable in eCommerce or D2C environment
  • Ambition and flexibility to build something new and work on defining novel structures with the team (pioneer)
  • Solid interpersonal skills & influence, stakeholder management as well as strong negotiation skills
  • Good team player and the ability to work with a wide cross-section of people in various locations
  • Willingness to travel up to 20% (e. g. Headquarter Warehouse, other CYBEX offices, vendors locations)
  • Excellent communication skills especially in English, other languages desirable

CYBEX operates globally and has employees from over 29 nations. If you are keen to leave your footprint in a swiftly growing business that offers plenty of opportunities to grow both on a professional and individual level, you’ve come to the right place. As part of Goodbaby International Holdings Ltd., CYBEX is dedicated to creating an inclusive working environment that encompasses diversity and equal opportunities. In addition to a competitive salary, attractive annual leave, and discounts on our products you’ll have the chance to develop your personal profile in an international environment.

Nearest Major Market: Boston