Job Description

About Orange Connex SpeedPAK

SpeedPAK provides a fully integrated shipping solution from many countries to a range of international destinations. The solution is developed specifically by Orange Connex, a joint venture of eBay, to widen seller-horizons, helping them to open up international markets.

Every day, we ship thousands of parcels across the globe. We have locations in Shanghai, London and in Berlin-Kreuzberg where we have an office overlooking the Spree.

Why This Role Matters

You’ll be an expert supporting eBay sellers using our Orange Connex Global SpeedPAK service. When things go sideways – whether it’s lost shipments, system hiccups, or frustrated sellers – you’ll own the solution while driving process improvements that boost customer loyalty.

Your Day-to-Day:

Solve Complex Issues

Troubleshoot shipment problems across email, live chat, and (outbound) phone Partner with vendors and eBay to track shipments and find solutions Handle escalations coming from junior team members and guide them to a resolution. Liaise with internal departments where necessary to resolve issues.

Deliver customer centric Service

Read between the lines: understand unspoken customer needs Turn complaints into loyalty through proactive follow-ups Actively participate in seller onboarding and improving seller documentation

Make Us Better

Keeping an eye on metrics and create reports Participate in best practice sharing with colleagues across the globe Help analyse contact drivers and flag recurring pain points and pitch solutions to leadership

What you bring

You are located in the greater Berlin area and already entitled to work and live in Germany. Fluent spoken and written business German (native level) and English (C1+ level) 1+ years in B2B customer support (e-commerce/logistics preferred) Customer obsession, you´ll be a true advocate for our customers A knack for explaining complex matters in a simple way A sixth sense for catching cultural nuances in communication Natural ownership of problems start-to-finish Tech savviness: comfortable juggling multiple systems

How we measure success

Responsiveness to customer requests Quality assurance and customer satisfaction scores

What we offer

A salary above the market average and 25 days' holiday Benefits such as public transport ticket, special employee discounts, team events, etc. A great office with a view of the Spree, terrace, free drinks and fruit. The possibility to work partially from home
Orange Connex is an equal opportunities employer, and we love the diversity of our workforce. We welcome your application and will process it regardless of gender, religion, skin colour, origin, sexual orientation, gender identity, age, marital status or disability status.

All information submitted will be processed by OC for the purpose of managing applications. If you wish to exercise your rights or have any questions about the processing of your data, you can contact us in writing at cs.de@orangeconnex.com

Job Type: Full-time

Pay: 38.000,00€ - 45.000,00€ per year

Ability to commute/relocate:

10997 Berlin-Kreuzberg: Reliably commute or planning to relocate before starting work (Required)
Experience:

Product management: 2 years (Preferred)
Language:

German (Required) English (Required)
Work Location: Hybrid remote in 10997 Berlin-Kreuzberg