EDEKA ZENTRALE Stiftung & Co. KG | Germany | 22xxx Hamburg | Permanent position | Full time / Home office | Published since: 30.07.2026 on stepstone.de
Customer Service Specialist & Service Center Management (m/f/d)
The coordination of the EDEKA strategy takes place at the Hamburg EDEKA headquarters. It controls the national goods business as well as the successful campaign “We Love Food” and gives a wide range of impulses to achieve cross-linked goals. With the subsidiary net brand discount, it also sets successful accents in the discount business. EDEKA generated sales of 77.3 billion in 2025 with around 10,900 markets and around 417,500 employees. Euro. With around 20,900 trainees, EDEKA is one of the leading trainers in Germany.
Improving service quality measurably, developing customer service processes and successfully managing external partners – precisely this is your strength? Then, together with us, shape the further development of our central customer service at EDEKA. For the team Customer Service in the field of Digital Marketing, CRM & Analytics, we are looking for a specialist Customer Service & Service Provider Control (m/w/d) at the next time possible. In this role, you are responsible for controlling our external service center and continuously develop our service processes. You create transparency, quality, performance and costs and actively shape innovative solutions – from more efficient processes to the use of modern automation and AI technologies. .
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Your tasks • Your profile • What we offer
You continuously develop our central customer service and identify potentials for improving service quality, customer satisfaction and cost-effectiveness. You control our external service center and are responsible for operating cooperation with the service provider – from regular service reviews to escalations to consistent follow-up of agreed measures. You analyse and control KPIs, SLAs, capacities, workforce use and cost developments, and thereby initiate concrete improvement measures. You create transparency about performance, quality and costs and ensure that agreed service objectives and contractual services are achieved. You co-ordinate complex and escalated customer concerns as well as cross-departmental measures and work closely with internal departments and external partners. You standardize, document and optimise customer service processes, processing policies and knowledge content. You accompany the further development of our customer service systems and participate in the introduction of automation and AI solutions.
Professional qualifications You have a successful degree in economics or social sciences or a comparable qualification. You bring at least three years of professional experience in customer service, contact center management, quality management, process management or in the management of external service providers. You have experience in the analysis and control of relevant service metrics (KPIs and SLAs) as well as in reporting and performance management. CRM or ticketing systems are as familiar to you as the common MS Office applications. Ideally, you also have knowledge of Power BI. You have a basic understanding of automation and artificial intelligence and can evaluate their applications in customer service practice. Procedure You think analytically, structured and solution-oriented and take concrete measures from key figures and complex relationships. You work independently, pragmatically and with high quality standards. You take responsibility, actively promote topics and keep an overview even in challenging situations. Communication and cooperation You communicate safely at different levels and move confidently between operational requirements and strategic issues. You convince by negotiation skills, enforcement strength and binding cooperation with internal and external stakeholders. You bring your own initiative, implementation strength and a pronounced service orientation.
A safe workplace in a very successful trading company based in Hamburg, City Nord We offer flexible working hours, the opportunity to participate in mobile work and 30 days vacation Individual training opportunities and career opportunities are guaranteed by our internal development programs A freshly cooked lunch awaits you daily in our canteen at attractive prices A performance-oriented compensation package and a variety of other benefits, such as fitness studio, concierge service, grant to the German ticket, service bike, advantages for numerous partner companies or company pensions are of course for us In addition, we also offer comprehensive and award-winning health management
Location
 | EDEKA ZENTRALE Stiftung & Co. KG | |
| New-York-Ring 6, 22297 Hamburg | ||
| Germany |
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