Customer service manager (m/w/d)

Every great career begins somewhere, and this one starts here. We are a team that believes in big ideas, bold moves and the people behind them. This is where you could be part of something exciting! Onventis has been a cloud pioneer for digital transformation of purchasing and finance processes since 2000. The cloud-based software Onventis Buyer is an all-in-one procurement system that helps companies to manage their business spend in order to achieve financial control, efficiency, compliance and cost savings.

Why This Role Matters

As a Customer Service Manager, you play a key role in helping our national and international customers get the most out of our Onventis Platform.
By handling queries via our portal, resolving standard issues independently, and collaborating with senior colleagues on more complex cases, you ensure a smooth and positive customer experience. Your work directly impacts customer satisfaction, trust, and long-term relationships with our clients.

Your Role at a Glance

As a Customer Service Manager, you ensure customers successfully use our platform by delivering responsive support, practical guidance, and continuously improving the quality of our service.You will:

• Handle customer and supplier inquiries and support requests via phone and our ticket system, always with clear, friendly, and solution-oriented communication.
• Guide users in the daily use of our cloud software and support them in resolving issues independently.
• Collaborate with colleagues to analyse, resolve, or escalate more complex technical cases, ensuring every request reaches the right solution.
• Proactively inform customers about the progress of their request and ensure accurate and timely follow-ups.
• Document frequently asked questions and insights, contributing to the continuous improvement of our internal and external knowledge base.
• Continuously expand your knowledge of purchasing processes, ERP integrations, and our platform, and apply this directly in customer interactions.

Your Experience and Skills

We are looking for someone with:

• Experience in customer service or other client-facing roles within a B2B environment
• Fluent in German and proficient in English
• Strong communication skills and a talent for building trustful relationships
• A proactive approach to gain and share knowledge and to improve processes
• The ability to stay organized and manage several requests at once
• A problem-solving mindset with genuine focus on customer needs
• Curiosity for technology and enthusiasm for cloud applications

Nice-to-have:

• Knowledge of SaaS or ERP systems, ideally in purchasing or eProcurement processes
• Experience with Supplier support
• Experience with OCI, EDI or OpenTrans
• Experience with knowledge management, ticketing or CRM tools

Most importantly, we value curiosity, drive, and the willingness to grow with us!

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