Customer Service Automation & Process Specialist (m/f/d)

In the world of IT commerce, we go new ways: the largest assortment, personal advice and profound solution competence – from a single source.

We work with over 300 employees throughout Germany and with one of the largest online shops in Germany. Our comprehensive manufacturer portfolio and our bundled specialist expertise ensure that we can always provide the right solution for individual requirements.

Since its founding in 1990, JACOB has come far: Over the decades, we have developed from a regional store business in Karlsruhe to an important IT service provider for companies. Our firm will to constantly seek innovative approaches has enabled this development.

And this creativity, coupled with expertise, we take part in the future. We want to further develop and maintain what we do. Are you going this way with us? We are looking for:

You want to drive innovation in customer service? Then maintain and tax AI-assisted customer requests in the aftersales and service environment in the B2B and B2C areas as Customer Service Automation & Process Specialist (m/w/d) in full time (40h/week). You coordinate and process standardized RMA cases in the B2B and B2C areas. You are helping to train our AI, optimize automated processes and make sure that all policies are implemented correctly. In addition, you work closely with colleagues from different disciplines to continuously improve processes and customer service. Your tasks:

You process customer requests in the aftersales and service environment (B2B & B2C), including standard and light RMA cases, and analyzes complex special cases structured You take cases from the AI-Exit strategy, optimierst automated processes and support the training of AI professionally You support the testing and further development of AI response logic to increase the quality and efficiency of our automated processes You use the ticket system for quality-secured customer communication and process incoming calls in exceptional and escalation cases You recognize patterns, errors and deviations in AI decisions and give structured feedback to our specialist areas for continuous improvement

You have a completed vocational training or study and ideally first experience in customer service or aftersales You bring experience in handling ticket systems, processing B2B and B2C cases, and handling RMA processes with You are familiar with AI-assisted processes and assist in training, testing and further development of AI response logic You analyze complex cases structured, detect patterns, errors and deviations and provide targeted feedback to departments You are going on proactive, self-responsive, and structured tasks for the continuous optimization of automated processes You communicate safely with customers and colleagues from different disciplines and stakeholders and ensure compliance with guidelines and specifications

At JACOB you will find a modern working environment that offers you free space for your own ideas and new challenges. This means: You benefit from our Benefits: Employee discount on our huge product range, JobRad, Occupational Care, Workplace Goggles, Free Beverages and Ticket Restaurant Clear that you receive modern IT equipment to work We offer a hybrid model for mobile work Design options and space for ideas Our People Development helps you develop yourself in your role and personality The DU belongs to us: From the beginning - during the interview to the exchange with the management Cold water? You will be prepared and worked intensively into your varied and exciting task by your colleague