Customer Service Representative

Job Overview

Do you have a talent for interacting with customers on behalf of a great organization through various support channels, emails, Live Chat, or calls? Do you enjoy being a frontline contact? If yes, this is your opportunity to join a world-leading coating's supplier as our new Customer Care Representative at Hempel.

As part of our Customer Care team, you will provide first‑class customer service advising customers regarding processing orders, product shortages, expected delivery dates and price changes. You will play a key role supporting our sales team to ensure efficient and flawless service. In this role, you will be responsible for handling complaints and building strategies for improving the overall customer experience and fostering loyalty. You will have the unique opportunity to cooperate with a truly exciting team and colleagues from all over the world and be based at any of our Hempel’s offices located in Italy, Spain or Portugal.

Responsibilities

• Process sales order in the ERP system as per the care working procedures, from various entry channels (including facilitating product availability, alternative finding, initiating and/or multi‑tint productions, facilitating on‑time delivery, order confirmation, invoicing process, archiving).
• Facilitate credit limit increase, if needed, during the sales order process.
• Prioritize orders in case of shortages as per the customer classification and, if required, according to the rules provided by the direct line manager.
• Coordinate return orders and issue related credit notes.
• Proactively manage outbound and inbound communication with the customers, ensuring a professional communication level and a great customer experience.
• Provide basic technical and product‑related support for customers within the daily order handling process.
• Act as ambassadors of e‑commerce platforms & similar digital ordering tools to provide support and an excellent onboarding process.
• Ensure service delivery within service level agreements.
• Perform any general task or activity required and related to the above functions in accordance with the business requirements of the company.

Qualifications

• Experience in customer service.
• Knowledge of the paint sector would be valuable but not required.
• Ability to work as part of a team as well as autonomously.
• Understanding of the life cycle of a PO placement, from start to finish.
• Ability to work in a lively customer care environment, maintaining a high level of productivity.
• Self‑motivated and able to follow best practices in sales processes.
• Proficient in ERP systems (Microsoft preferred).
• Experience with CRM systems.
• Fluency in Italian, English and Spanish or Portuguese is required (clear and consistent communication).
• Behavioral competencies: Planning & organizing, great listener and communicator, emphatic, proactive, positive problem‑solving attitude, great teammate.

Equal Opportunity

Hempel is committed to creating an inclusive work environment and culture that embraces the diversity of our employees and the customers we serve, providing equal opportunity for all.