Customer Service Representative - Germany

About ZURU 🚀

📍 ZURU is on a mission to disrupt industries, challenge the status quo, and catalyze change through radical innovation and advances in automation. This is in play in different pillars of the company: ZURU Toys are re-imagining what it means to play; ZURU Tech is shaping a better future by leading the next building revolution; and ZURU Edge is pioneering new-generation FMCG brands to better serve modern consumers.

📍 Founded in 2003 by EY Entrepreneur of the Year and World Entrepreneur Hall of Fame brothers Nick and Mat Mowbray, ZURU has quickly grown to a team of over 5,000 direct and indirect members across more than 30 international locations.

One of the largest toy companies in the world, our globally recognized and award-winning brands include Bunch O Balloons, Mini Brands, XSHOT, Rainbocorns, and Smashers. Our global FMCG brands include MONDAY Haircare, Millie Moon, RASCALS, BONKERS Pet Treats, DAISE Beauty, and GUMI YUM Surprise and more!

📊 Position Overview

As a Customer Service Representative (German speaking) at ZURU, you will be the primary point of contact for customers, providing exceptional service and resolving inquiries. You will assist with product information, order processing, troubleshooting, and ensure customer satisfaction by addressing concerns efficiently.

💡 Role & Responsibilities:

• Lead new customer onboarding by setting up ZURU as an approved vendor, completing all required customer profile documentation, and building and maintaining strong, long-term customer relationships.

• Drive operational efficiency and continuous process improvements across customer operations.

• Manage customer-specific product listing requirements, ensuring accurate initial product setup and ongoing data integrity.

• Master customer order fulfillment guidelines and train the China CSR team accordingly. Oversee order execution to ensure all orders are processed accurately and in full compliance with customer requirements.

• Collaborate with Sales and customers to understand replenishment schedules, and allocate stock in the system as needed.

• Liaise with 3PL providers and customers to resolve routing and fulfillment issues. Coordinate specialized 3PL services, including co-packing, display assembly, palletizing, stickering, and other value-added logistics activities as required.

• Ensure compliance with customer- and country-specific invoicing requirements. Partner with the China CSR and System Support teams to automate document generation and maintain accurate, compliant documentation.

• Monitor order payment status and support accounts receivable reconciliation. Assist with the resolution of customer billing disputes when necessary.

• Proactively identify and resolve operational issues, collaborating with the China CSR team to develop and implement effective solutions. Support coordination with 3PL providers and drive continuous improvements in 3PL performance.

• Respond to customer inquiries in a timely and effective manner, resolving issues as needed while providing broader administrative, coordination, and operational support to the team.

💡 Skills & Experience

• High school diploma or equivalent.

• 1-3 years of practical Customer Service or Order Management experience in a B2B environment, with good understanding in order processing, customer requirements, logistics coordination and cross-functional cooperation. Experience in FMCG, the Toys industry or working directly with major retailers is a preferred advantage.

• Strong communication and multitasking skills.

• Strong problem-solving and organizational skills.

• Language Requirements: This position requires strong multilingual proficiency for the European market. Fluency in English, Polish and German is essential.

LIFE@ZURU

At ZURU, we have cultivated a high-performing culture that encourages excellence. Our team works towards ambitious goals, learning, performing, and improving together, all while having fun. We empower talented individuals to do their best work every day.

At ZURU, you get out what you put in. You are responsible for driving your own career and we provide the platform to achieve it. As ZURU is on such a fast growth trajectory, there are opportunities here that you won’t find anywhere else.

We recognise that ZURU’s success stems from our people and you can only be at your best when you are looking after yourself. ZURU encourages all our team members to invest in their wellbeing by providing an array of benefits and tools.

ZURU – Tomorrow Reimagined

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ZURU may use AI tools to help screen, assess or select applicants.