Customer Care Specialist at Foam Fabricators Inc managing customer inquiries and order processing. Providing product information and resolving issues in a hybrid work environment.
About the role
- Customer Service & Back-Office support in a sustainable textile B2B and B2C startup. Engage in customer care, order management, and marketing activities from Vienna.
Responsibilities
- You will actively support our team in B2C customer service and back-office operations, contributing to the smooth running of our processes.
- You will take ownership of tasks, contribute ideas, and ensure that our daily operations are implemented efficiently and reliably.
- The B2C Customer Service & Back Office role focuses on customer support, maintenance of our online shop, coordination with partners, and support for marketing and sales activities.
- Handling customer tickets and returns in the B2C area.
- Monitoring and tracking orders in the backend (including payment status, delayed or partially delivered orders, review and maintenance of canceled orders).
- Responsible for professional complaint management and service-oriented, solution-focused customer communication.
- Communication with fulfillment and printing partners regarding B2C orders.
- Point of contact for affiliate agencies, participation in meetings, and auditing affiliate commissions.
- Maintenance of the B2C shop: creating new products, managing sale items (activation/deactivation, price updates), and updating/correcting product descriptions.
- Maintenance of the inventory management system (WAWI), including updating order analyses, stock levels, and replenishment of goods.
- Ordering in-house and third-party products and obtaining documentation from various partners.
- Planning and creating B2C newsletters (topic ideation, promotions, editorial/off-topic content, product recommendations).
- Preparing settlements/invoices for design sales and sub-shops.
Requirements
- Initial experience in customer service, back office, or e-commerce is an advantage.
- Confident handling of online shop platforms and inventory/ERP systems.
- Structured and reliable working style with a high sense of responsibility.
- Ability to work independently and strong organizational skills.
- Excellent communication skills and a service-oriented approach toward customers and partners.
- Comfortable working with numbers and data (e.g., for billing and inventory management).
- Basic knowledge of newsletter marketing is a plus.
- Interest in and affinity for new technologies and using various software solutions (esp. AI).
- Very good German skills and good English skills, both spoken and written.
Benefits
- An essential role in the development and scaling of the company.
- Significant freedom to shape your role and opportunities to take on responsibility.
- Dynamic and creative working environment in a sustainable startup with an international outlook.
- Flexible home-office and remote work options.
- Attractive benefits and modern working conditions.
- We foster a modern, authentic workplace culture — professional but relaxed.
- There is no strict dress code.
- More important to us is a genuine interest in sustainability topics related to fashion, materials, and innovation.
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