After Sales Specialist DE (m/f/d)

Join Our Growing After-Sales Team!

Make life easier for chefs and hoteliers across Europe

METRO Markets is growing its After-Sales Team and is now hiring in Düsseldorf, and Palma de Mallorca.

Your mission: help our professional HoReCa customers keep their ovens hot, their fridges cool and their guests happy by resolving technical issues on equipment bought through the METRO / makro online marketplaces across Europe — including France, Germany, Spain, Portugal, Italy, Croatia, and Netherlands.

What you’ll do

• Handle escalated after-sales dossiers (phone & email) coming from front-line Customer Service.

• Review customer evidence (photos, videos, error codes), diagnose the root cause and decide next steps.

• Guide customers through remote troubleshooting or dispatch a technician when on-site diagnostics are needed.

• Verify warranty coverage, prepare clear cost estimates for out-of-warranty repairs and negotiate fair solutions in line with our Generosity Framework.

• Act as the main contact for external service partners: track open jobs, remove blockers, keep everyone informed.

• Document every action in Freshdesk with the accuracy needed for carrier claims and legal follow-up.

• Work in a hybrid setup: part remote, part on-site (warehouse or local office depending on location), with hands-on access to the equipment you support.

• Customer-centric mindset and genuine enjoyment in solving unique technical cases.
• Languages: fluent in English plus German (minimum C2 Level or Native) . 
• Confidence to run step-by-step troubleshooting by phone or e-mail.
  You don’t need to be a certified engineer—curiosity and a willingness to learn are key, and we’ll train you thoroughly.
• Strong negotiation & complaint-handling skills; you stay calm when a chef is in the weeds.
• Experience coordinating with repair partners or field technicians (nice-to-have, not mandatory).
• Collaborative spirit: you work hand-in-hand with front-line CS agents to deliver a seamless customer journey.
  Readiness for a call-center style environment—but with the extra perk of hands-on access to professional kitchen gear.

• A dynamic, scale-up atmosphere backed by the global METRO / makro Group.
• Clear ownership from day one and room to innovate.
• Structured onboarding & continuous training (Freshdesk, Genesys, product know-how, error-code matrix).
• Hybrid working model depending on your location, including a modern workspace, laptop and — if needed — a company phone
• An engaged, multilingual team that values collaboration, humor and ownership.