Customer Service Specialist - Spontaneous Application

Mission of Customer Service Role

To act as the contact for proactive analysis on customer support to account management, addressing in-depth and complex issues on customer accounts in a competent and professional manner.

Key Responsibilities

• Professionally manage and resolve customer inquiries, complaints, and requests, ensuring timely and effective communication while adhering to service level agreements (SLAs).
• Facilitate smooth customer onboarding processes, ensuring accurate setup of customer accounts, and delivering system training where needed to support customer success.
• Collaborate cross-functionally with teams such as Sales, Finance, and Operations to ensure a seamless customer experience, from order processing to issue resolution.
• Maintain accurate and up-to-date customer information and service requests in relevant systems, ensuring data integrity and supporting performance tracking and reporting.
• Conduct regular reviews of customer accounts to assess performance, identify improvement opportunities, and provide actionable insights to enhance customer satisfaction.
• Support continuous improvement initiatives by contributing ideas and feedback on optimizing customer service processes, reducing operational inefficiencies, and increasing service levels.
• Play a key role in customer retention efforts by proactively addressing issues, monitoring customer satisfaction metrics, and identifying opportunities for service enhancement.
• Act as a customer advocate within the organization, ensuring that customer needs and concerns are effectively communicated and addressed in collaboration with internal stakeholders.

What We Are Looking For

• Education: Bachelor or equivalent in Economics or related fields.
• Minimum 3-5 years of work experience in a customer facing role.
• Experience working with objectives, measures and KPIs analysis on customer performance.
• Computer skills: SAP, BW, Outlook, Microsoft Office (advanced Excel), Salesforce, Power BI.
• Languages: English and Italian fluency.

What We Offer

• A fixed salary plus annual bonus based on performance.
• Lunch voucher.
• Monthly webinars around technology, supply chain, mental health and other topics.
• Flexible working: 2 days from home and 3 days at the office.
• Referral bonus for sharing talent.
• A personal growth plan with training and coaching.
• A family business atmosphere within an international organization.
• Hybrid remote work type.

Equal Opportunity Employer

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing their potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or basis of disability or any other federal, state, or local protected class.