Customer Service Specialist

Alpinestars is a leading global performance motorsports apparel, protection and footwear manufacturer. For over 60 years, the company has been providing riders, athletes and motorsports enthusiasts with technologically advanced products that combine protection, innovation and style. As part of our continued global growth and commitment to delivering a premium customer experience, we are looking for an E-commerce Customer Care Specialist to join our E-commerce team.

About the Role

We are looking for an experienced E-commerce Customer Care Specialist with a strong understanding of the German market to deliver and continuously enhance a premium, locally relevant customer experience. Acting as the voice of the customer, you will manage customer enquiries while leveraging your knowledge of German customer expectations, behaviors and online shopping habits to optimize the overall e-commerce journey. Working cross-functionally with E-commerce, Logistics, Finance, IT and Product Development, you will resolve customer issues, share market insights and support continuous improvements across all stages of the customer journey, from product discovery and purchase through delivery and after-sales support.

Key Responsibilities

• Manage customer enquiries through digital channels, ensuring timely, accurate and professional resolution
• Deliver a premium customer experience tailored to the expectations and needs of German consumers
• Act as a customer advocate by identifying recurring pain points and sharing actionable insights with internal stakeholders
• Collaborate closely with E-commerce, Logistics, Finance, IT and Product Development teams to resolve customer issues and improve service levels
• Monitor customer feedback and market-specific trends to identify opportunities for improving the online shopping journey
• Support continuous improvement initiatives across the full customer journey, including purchase, delivery, returns and after-sales support
• Contribute to the optimization of customer care processes, knowledge bases, FAQs and self-service tools
• Support the localization and review of customer-facing content to ensure clarity, consistency and relevance for the German market
• Maintain accurate records of customer interactions and support reporting on recurring issues, trends and customer satisfaction metrics
• Promote customer loyalty and satisfaction by providing a proactive, empathetic and solution-oriented service approach.

Requirements

• Minimum of 2-4 years of experience in e-commerce customer care, with a strong understanding of online customer journeys and customer expectations within the German market
• Native-level German and fluent English at C1 level are essential
• Experience working in international environments and coordinating with cross-functional stakeholders across multiple markets is highly valued
• Proactivity, collaboration and solution-oriented, with the ability to prioritize multiple initiatives in a fast-paced environment
• A genuine interest in the motorsports industry will complete the profile

Preferred Qualifications

• Experience with customer service platforms such as Zendesk, Gorgias, Salesforce Service Cloud or similar tools.
• Familiarity with e-commerce platforms, order management processes and returns workflows
• Experience supporting premium, lifestyle or technical consumer brands
• Knowledge of customer satisfaction KPIs and customer journey optimization initiatives.

What We Offer

• The opportunity to join a globally recognized motorsports brand
• A dynamic, international and cross-functional work environment
• Exposure to e-commerce customer experience initiatives and continuous improvement projects
• Professional growth opportunities within a fast-moving global organization

Location: Asolo (hybrid)

Salary package : from 33,000€ + meal voucher+ welfare