Purpose & Overall Relevance for the Organization :
Support the business in order to achieve sales and market strategy objectives. Ensure a reliable, adequate and competitive customer service level for all assigned customers of the channel.
Independently providing customer service support to all assigned customers in Italy market.
Support communication with customers via all relevant communication channels (e-mail, tickets, phone) and providing information such as related to orders and articles and compiling various order-related analyses at the request of customers or Sales.
Working in close cooperation with internal and external departments (e.g. Sales, CS Team, Finance, Order Fulfilment) when dealing with the following topics :
Backlogs, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc.
Returns and complaints
Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales
Coordinating new customer set-ups and changes to customer master data, customer number closures, order blocks as well as changes to and withdrawal from associations, in cooperation with Finance, IT and Customer Master Management
Setting and / or authorizing order and invoice value date in accordance with the applicable value date and signature regulations
Perform order book management by recording and managing all types of orders; managing deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control;
monitoring electronic receipts for errors and correcting these errors using the tools provided.
Coordinating special handling for new requests and support in processing of returns and complaints;
Extensively tracking carrier deliveries and parcel deliveries and initiating escalation in the event of delays and irregularities
Requesting return and / or intermediate transport from the logistics partners;
Finding solutions for problems in cooperation with interfaces (warehouse, forwarding companies, product management, procurement, returns department) in order to prevent complaints;
Independently processing and providing final clarification of outstanding charges and invoice reductions on the part of the customer;
Processing damage reports and notifying the Insurance department of transportation damage and losses;
Recording all processes in the CRM system and logging this information in the statistics for the purposes of status monitoring and KPI analysis;
Preparing the necessary documents in compliance with the applicable signature regulations for recording credits and debits
Working in close cooperation with the Sales team and supporting them in customer service by providing specific expertise in the processes involved;
Performing special tasks, e.g. SMU business, special conditions, trade agreements, customer-specific management of deliveries for campaigns, promotional goods, launch articles, etc.;
Standing in for and supporting colleagues working in other groups within Customer Service
Key Relationships :
Customers, Sales Channel Management, Customer Service, Global Operations (Purchasing, Warehouses, Finishing, Customer Fulfillment, Inbound and Outbound), IT, Planning, Finance and Controlling, Marketing, external providers such as forwarding companies and finishing companies, associations and central regulation bodies
Knowledge, Skills and Abilities :
A strong Customer Service focus and excellent communication skills.
Advanced working knowledge of MS Office, SAP / CRM and Business Objects
Fluency in Italian (written and spoken)
Advanced English knowledge (written and spoken)
Understanding of costs and of sales generation
Process-oriented mindset and in-depth understanding of complex correlations
Autonomous and independent working style
A high level of problem-solving ability
Requisite Education and Experience / Minimum Qualifications :
Successful completion of mandatory education level or vocational studies. Bachelor's degree is a plus.
3+ years’ experience in providing customer support in the field of customer service, sales or logistics
What are we offering?
Competitive salary and benefits
Hybrid work policy and flexible working hours
Sports and work-life balance incentives
Upskilling and internal growth (local and international)
International and diverse work environment
State-of-art office space and conditions