Satisfied customers return.

The Hellmann eCommerce Customer Care Center takes over communication with your customers according to your wishes and instructions.

We offer your customers first-class service and excellent care. The professional Customer Care Team is perfectly cross-linked with the warehouse, parcel services, bookkeeping and with safe providers. Our employees answer your customers’ questions quickly, competently and in a friendly manner.

Customer Care – Our Services

  • Customer Service:
    Customer communication (queries, telephone ordering) is carried out according to your instructions, individually, quickly and multilingually, where required, via all contact channels (inbound / outbound telephone, e-mail, letter or fax).
  • Customer Clearance:
    Processing of cases and complaints to be cleared (order status, returns, credit notes) as well as complaints management.
  • Social Media Relationship Management:
    Entries regarding you in the social networks are researched and recorded. Accounts are set-up and maintained; all important contributions will be answered individually.
  • Customer History:
    The complete documentation of your customer contact and queries in the CRM system (eCommerce Navigator).
  • Customer Dialog Management:
    Coordination of customer service relevant issues (e.g. FAQ, Wiki, training).
  • Partner Management:
    Analysis, choice and integration of responsible parties from predestined internal or external partners.

Further offers