Job Description

Customer Support Specialist (f/m/d)

About warm-on GmbH

warm-on GmbH is a European distributor and manufacturer representative of electric underfloor heating systems, thermostats, electrical fixtures and other residential construction equipment. We operate across multiple EU markets and sell through our own online channels as well as major marketplaces including Amazon, ManoMano, LeroyMerlin, and Castorama. We pride ourselves on delivering reliable, high-quality heating solutions and excellent customer service experience to our customers.

Position Overview

We are seeking a

Customer Support Specialist

to join our team. The ideal candidate has excellent communication skills, is detail-oriented, and capable of managing customer inquiries across multiple platforms. You will handle customer requests by phone, email, and marketplace messaging systems, process returns and defect-related cases, and manage order workflows in our ERP system

PlentyMarkets

(training will be provided).

Key Responsibilities

Respond to customer inquiries via phone, email, and through marketplace platforms. Provide professional and friendly support and advice (including technical consultations) to clients. Manage returns (RMA) and product defect cases, coordinating decisions with internal technical team. Process and monitor orders in PlentyMarkets following internal procedures (training provided). Handle customer service interactions on marketplaces such as

Amazon, ManoMano, LeroyMerlin, Castorama

, and others. Track open cases and follow up to ensure timely resolution. Prepare documentation and maintain accurate customer records in CRM. Collaborate with fulfillment warehouse, technical support, and sales teams when needed.

Required Qualifications

Fluent German

language proficiency (

C1

).

English

at

B2

level or higher (spoken and written).

French

language proficiency at

B1–B2

or higher is a strong advantage. Higher education (any field acceptable, see below for preferred) Strong written communication and interpersonal skills. Comfortable learning new software systems (CRM/ERP experience is a plus). Reliability, attention to detail, and the ability to work independently.

Work permit in Germany

Preferred / Nice-to-Have

Experience working with

technical products

(HVAC, heating systems, electrical equipment, or similar). Technical education or background in engineering/electromechanics is a plus. Prior experience in

Customer Support

,

E-commerce

, or

Marketplace account support

(Amazon, ManoMano, etc.). Familiarity with

PlentyMarkets

or other CRM/ERP systems is an advantage.

What We Offer

Stable, long-term remote position with a structured part-time schedule. Full training in product specifics, marketplace operations, and ERP workflows. Supportive team environment and opportunities for skill development. Work-life balance with flexible hours within the agreed schedule.

How to Apply

Please send your CV to: a.strupinskaya@warm-on.com
Subject line:

Customer Support Specialist / warm-on GmbH

Art der Stelle: Teilzeit, Festanstellung

Gehalt: 2.500,00€ - 3.000,00€ pro Monat

Erwartete Arbeitsstunden: 20 pro Woche

Leistungen:

Homeoffice-Möglichkeit
Bewerbungsfrage(n):

Verfügen Sie über eine Arbeitserlaubnis in Deutschland?
Ausbildung:

Bachelor (Erforderlich)
Berufserfahrung:

Kundensupport: 1 Jahr (Wünschenswert)
Sprache:

Deutsch (Erforderlich) Englisch (Erforderlich)
Arbeitsort: Zum Teil im Homeoffice in 75179 Pforzheim