Customer Service Representative

Overview

The Customer Service Representative acts as the primary point of contact for customers, ensuring excellent service throughout the order-to-delivery process.

This role is working specifically for BMP Tappi, a manufacturing site located in Milan and part of the Essentra Components group, specializing in the production of high-quality closures and caps & plugs for automotive and manufacturing industries.

Our manufacturing site is a key hub within our global operations, delivering innovative and sustainable solutions to customers worldwide.

The role is critical in coordinating with internal departments (Sales, Production, Logistics, and Planning) to guarantee timely and accurate order fulfillment within a fast-paced manufacturing environment.

Typical Accountabilities

• Manage the full order lifecycle, from order entry to delivery
• Act as the main interface between customers and internal teams (Sales, Supply Chain, Production)
• Monitor order status and proactively communicate updates, delays, or potential issues
• Ensure accurate data entry and maintenance in ERP systems
• Coordinate with production planning to align customer requirements with manufacturing schedules
• Handle customer inquiries, complaints, and claims, ensuring timely resolution and high customer satisfaction
• Support the Sales Team in the preparation of the quotations
• Answer customer phone calls and make outbound calls to customers for questions on orders, account, etc.
• Communicate clearly over the phone and via email and exemplify strong teamwork both internally & externally
• Ensure compliance with company policies, quality standards, and service level agreements
• Contribute to continuous improvement initiatives to enhance customer service processes
• Supporting the Sustainability team by providing data and analysis related to materials, consumption, suppliers, and production processes

Required Skills & Experience

• Previous experience in a customer service or related role
• FluentItalian andEnglishlanguageskills-writtenandverbal
• Strong customer orientation and problem-solving skills
• Excellent communication and interpersonal abilities
• Problem-solving skills
• High attention to detail and accuracy
• Team player with strong cross-functional collaboration skills
• Basic to mid-level math and analytical skills
• Proficient in Microsoft Office (Outlook, Excel, Outlook, Teams, and Word)
• Ability to manage multiple priorities in a dynamic, deadline-driven environment
• Proactive mindset with a continuous improvement approach
• Experience working for a manufacturer of industrial products
• Experience in an international/multinational company
• Familiarity with ERP systems (e.g., SAP; Dynamics) and order management processes

What we offer

• Discretionary annual bonus
• 27 days annual leave plus bank holidays
• Additional day of annual leave for birthday
• Paid day off for volunteering
• Employee assistance program