Customer Service Agent (m/w/d) E-Commerce

ADN Distribution

AUFGABEN Du weißt, wie man Kunden nicht nur betreut, sondern ihnen wirklich weiterhilft, und findest im System den Fehler, bevor er zum Problem wird? Dann sollten wir uns kennenlernen.   Unser Cloud Marketplace wächst - und damit auch die Komplexität dahinter. Als Customer Support Agent sorgst du dafür, dass die Plattform funktioniert, wie sie soll, und bist du die erste Anlaufstelle für unsere Kunden. Du bringst Struktur in den Alltag, dokumentierst, was andere später brauchen, und arbeitest eng mit dem Microsoft Cloud-Team und dem Außendienst zusammen. PROFIL DEIN JOB BEI UNS   * Du unterstützt Kunden bei Fragen rund um den ADN Cloud Marketplace – per Ticket, Chat oder Telefon * Du pflegst und erweiterst unsere Wissensdatenbank für Kunden mit verständlichen Artikeln * Du verantwortest die Datenpflege im Marketplace-System und hältst Stammdaten aktuell * Du prüfst Fehlermeldungen, analysierst Ursachen und sorgst für die Behebung * Du erkennst wiederkehrende Probleme und bringst dich aktiv in die Verbesserung von Prozessen ein * Du arbeitest eng mit dem Microsoft Cloud-Team, dem ADN Außendienst und auch direkt mit unseren Reseller-Partnern zusammen DAS BRINGST DU MIT   Must have * Erfahrung im Arbeiten in IT-gestützten Umgebungen: digitale Tools, papierloser Workflow, strukturierte Kommunikation (z. B. via Microsoft Teams oder Planner) * Grundlegendes Verständnis kaufmännischer Prozesse – Bestellungen, Rechnungen, Gutschriften und alles, was dazu gehört * Praktische Erfahrung mit ERP-, Shop- oder E-Commerce-Systemen * Gute Organisationsfähigkeit und Bereitschaft zur aktiven Abstimmung im Team * Gute Englischkenntnisse (mindestens Stufe B1)   Nice to have * Kenntnisse des Microsoft CSP-Programms oder anderer Software-Lizenzierungs- und Vertriebsmodelle * Erfahrung mit Prozessautomatisierung oder KI-gestützter Bearbeitung von Routineaufgaben * Erfahrung im Verfassen von Dokumentationen oder technischen Anleitungen WARUM WIR? Bei ADN arbeitest du in einem Umfeld, das Technologie, Unternehmergeist und Teamarbeit verbindet. Wir setzen auf kurze Entscheidungswege, Eigenverantwortung und Menschen, die Lust haben, Neues mitzugestalten.  Wir sind mehr als ein IT-Distributor: Als strategischer Partner im IT-Channel machen wir unsere Vertriebspartner fit für den Verkauf komplexer Lösungen - mit Know-how, Services und echter Zusammenarbeit auf Augenhöhe.  In deiner neuen Rolle betreust du eine Plattform, die für viele unserer Kunden der zentrale Kanal für Cloud-Produkte ist, und hast somit direkten Einfluss auf die Customer Experience. Gleichzeitig bekommst du Rückhalt durch ein eingespieltes Team, das Wert auf echte Kommunikation legt - egal ob vor Ort oder remote.    DAS BIETEN WIR DIR   * Flexibles Arbeiten: Vor Ort in Bochum, remote oder hybrid - du entscheidest gemeinsam mit dem Team * 30 Urlaubstage, betriebliche Altersvorsorge und Corporate Benefits * Ein abwechslungsreiches Aufgabenfeld ohne starres Rollendenken * Ein Team, das unabhängig von der Location echten Zusammenhalt lebt * Weiterbildungsmöglichkeiten im Cloud-Umfeld, z. B. Microsoft-Zertifizierungen     GEHALT   Wir legen Wert auf faire Bezahlung, darum orientiert sich dein Gehalt an deinen individuellen Qualifikationen und deiner Erfahrung.    Klingt gut? Dann lass uns sprechen! Wir freuen uns auf deine Bewerbung! Bitte sende deine Unterlagen (Lebenslauf, Zeugnisse, Zertifikate) an bewerbung@adn.de oder bewirb dich direkt über unser Bewerbungsportal.

charles

BUSINESS DEVELOPMENT REPRESENTATIVE (M/W/D) PERMANENT EMPLOYEE, FULL-TIME · BERLIN, HYBRID THE IMPACT YOU WILL MAKE As a Business Development Representative at charles, you will play an instrumental role in our growth by forging long‑term partnerships with clients and prospects, unveiling the potential of Conversational AI for their business models, and ensuring we deliver value that meets their goals and expectations. THIS IS WHAT YOU WILL BE DOING * Manage the pre-sales process to ensure delivery against key performance metrics, with a strong emphasis on new logos, as well as growing existing accounts * You will analyse the performance of potential customers and learn how to identify potential for business improvement for them to achieve using charles * Generate leads within the DACH and/or Italian market through cold calling, emails, LinkedIn, Events and collaborating with your Account Executive and Studios Team * Help boost our outbound outreaches through multiple approaches (by social selling, cold calling, LinkedIn Navigator) * Ensure the quality of pre-qualification and support our team in closing deals * Actively seek out profitable partnerships and business opportunities * Help shape the future of charles' mission with your perspectives, ideas, and skills YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES * You have a proven history of achieving sales success * Ability to identify, understand and communicate the customer's business transformation needs * You are willing to go the extra mile to close a deal * You are a true team player and contribute to our joint success * Required: proven ability to communicate professionally (C1/C2 level) in German and confident business-level English. * You have experience with a CRM system, such as HubSpot, Pipedrive , Salesforce or others * Profound knowledge of the European e-Commerce market and relevant enabling technologies, is a plus WHERE WILL YOU BE WORKING? We are based in Berlin and offer a hybrid working model. Join us in the office from Tuesday to Thursday, and work from home on Mondays and Fridays. THINGS WE OFFER * Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe * Collaborating with some of the leading experts in Conversational AI and disrupting a fast-growing industry * Joining forces with a unique community of Tech, Product, Sales, Success, and Marketing experts committed to building the best product in Conversational AI * Having high visibility and impact across the business with the option to own and drive new initiatives * Celebrating our major and micro-wins as well as getting to know each other better at regular team-building events * Sharing VSOP (virtual stock options) in the ownership and success of charles * Enjoy uncapped commission potential based on results. * Working in a vibrant office in the heart of Berlin overlooking the Wall memorial What else we offer? * Urban Sports Club membership * Free company lunch on Thursdays * A friendly, open, multicultural work environment * Dog-friendly office * Discounts on BVG tickets * Mental health support through our partnership with OpenUp About us It's better to have a conversation charles is a conversational AI and CRM that attracts, converts, services, and retains customers via AI agents and marketing automations. charles helps businesses to maximize customer engagement and revenue through conversational channels such as WhatsApp. Brands can reach customers in an interactive way, collect data to expand customer understanding and guide them to targeted offers that convert. charles’ AI Agents deliver hyperpersonalized experiences at scale while ensuring enterprise-grade security and GDPR compliance. Founded by Kapten & Son co-founder, Artjem Weissbeck, and ex-McKinsey ecommerce lead, Andreas Tussing. charles is backed by Salesforce Ventures, Accel and HV Capital and has raised over EUR 30 million to build the global leader in conversational marketing SaaS for global consumer brands. charles and diversity: be yourself and no-one else Different perspectives bring innovation and richer work environments. We’re committed to building an inclusive company where you always feel like you belong, whatever your age, gender identity, ethnicity, religion, sexual orientation, disability, status or neurodiversity. These values sit at the heart of our hiring process, so we can create a welcoming workplace where everyone feels valued and heard.

charles

PLATFORM ENGINEER (M/W/D) PERMANENT EMPLOYEE, FULL-TIME · BERLIN (HYBRID)  THE IMPACT YOU WILL MAKE From socks, and petfood, to cosmetics, charles is helping countless brands reach their loyal customers every day, one conversation at a time. As a Platform Engineer at charles, you’ll help drive our product and infrastructure forward, enabling us to revolutionize conversational commerce. You’re a generalist with a passion for infrastructure and operations. You’ll work closely with the other Engineers to build scalable, high-performing systems, while improving system architecture, resolving tech debt, and ensuring seamless user experiences. Your contributions will result in reliable, data-driven solutions that support millions of users and push the boundaries of messaging-driven commerce. THIS IS WHAT YOU WILL BE DOING You'll build and operate our internal developer platform: the core services, APIs, and infrastructure that every product team builds on top of. That means writing software, not just configuring it, and standing up infrastructure that holds up under real production load. * You will be a part of a team that designs, develops, and operates the core services, APIs, and infrastructure that every product team builds on top of. Examples: building a billing API, maintaining Kubernetes operators, building an authentication broker, optimizing performance in our core monolith, and improving security in our link shortening service. * You will regularly partner with product teams to investigate issues, learn their use cases, and ship platform changes that hold up in production. * You'll join our on-call rotation as part of our "you build it, you run it" philosophy. * You'll have real room to drive cost and reliability initiatives that have measurable, company-wide impact. * You'll build the automations that make our whole software development lifecycle faster and more robust. YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES * 3+ years of software engineering experience. You're a generalist - comfortable moving between writing a service, debugging infrastructure, and improving a pipeline in the same week. * You can build and ship production services in Go or TypeScript; not just scripts and glue. You also know Bash and have the judgment to pick the right tool instead of forcing your favorite one. * You can build and operate cloud infrastructure that survives real production workloads, ideally on GCP. * You've worked with GitHub Actions or similar CI/CD tools, and you know what a healthy and efficient pipeline looks like. * You have a solid grasp of scalable system design, distributed systems, cloud technologies, and how to roll out infrastructure changes. * You're comfortable with remote work and asynchronous communication. You also know that good collaboration needs visibility and cooperation, not just output. * You use AI tools effectively without handing over the steering wheel. * Product and business sense: you understand customer needs and focus on solving the right problems, not just building technically interesting solutions. * You're a self-directed learner. You don't need to know our whole stack on day one, but when you hit something unfamiliar, you dig in, ask good questions, and follow through. We'll give you room and context to grow; you bring the drive. Meeting all requirements is not necessary to apply. We encourage candidates who meet some but not all of these qualifications to submit their application. THINGS WE OFFER * Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe * Collaborating with some of the leading experts in Conversational Commerce and disrupting a fast-growing industry * Joining forces with a unique community of Tech, Product, Sales, Success, and Marketing experts committed to building the best product in Conversational Commerce. * High autonomy and visibility across the business with the option to own and drive new initiatives * Celebrating our major and micro-wins as well as getting to know each other better at regular team-building events * Sharing VSOP (virtual stock options) in the ownership and success of Charles * Working in a vibrant office in the heart of Berlin overlooking the Wall memorial * Flexible working model: Hybrid setup with remote work options and flexible hours * Earning a competitive compensation package What else we offer? * Urban Sports Club membership * Mental Health support through OpenUp * Free company lunch on Thursdays * A friendly, open, multicultural work environment * Dog-friendly office * Discounts on BVG tickets About us It’s better to have a conversation charles is a conversational AI and CRM for consumer brands that attracts, converts, services, and retains customers via AI agents, marketing automations, bulk campaigns, or an inbox for human agents. We help brands to maximize customer engagement and revenue through conversational channels such as WhatsApp. Businesses can reach customers in an interactive way, collect data to expand customer understanding and guide them to targeted offers that convert. charles’ AI Agents deliver hyperpersonalized experiences at scale while ensuring enterprise-grade security and GDPR compliance. Founded by Kapten & Son co-founder, Artjem Weissbeck, and ex-McKinsey ecommerce lead, Andreas Tussing. charles is backed by Salesforce Ventures, Accel and HV Capital and has raised over EUR 30 million to build the global leader in conversational marketing SaaS for global consumer brands. Charles and diversity: be yourself and no-one else Different perspectives bring innovation and richer work environments. We’re committed to building an inclusive company where you always feel like you belong, whatever your age, gender identity, ethnicity, religion, sexual orientation, disability, status or neurodiversity. These values sit at the heart of our hiring process, so we can create a welcoming workplace where everyone feels valued and heard.