Role Responsibilities
* Ensure a competent and professional response service for customers and sales agents.
* Coordinate, motivate and develop the Customer Support team, promoting a strong service-oriented culture and continuous improvement.
* Coordinate commercial back-office activities, including:
o Uploading commercial terms and customer discounts received from Sales & Marketing into the system.
o Managing the order lifecycle from order entry to shipments.
o Sending corporate communications to customers.
o Monitoring and using IT systems (B2B portal, etc.).
o Managing and maintaining specific master data.
* Ensure high standards in customer management, providing timely responses and effective solutions.
* Implement performance and customer satisfaction KPIs related to the service delivered, planning and implementing corrective actions when necessary.
* Collect relevant information from the market and from Sales in order to provide input to Operations, ensuring operational efficiency and timely handling of requests.
* Plan logistics activities for shipping warehouses; manage requests for additional value-added services; handle urgent shipments; liaise with Logistics to obtain the information needed to organize shipments and collections; manage issues with the shipping department and/or customers and their suppliers; handle claims; prepare and request shipping documentation; support the recovery of documentation required to confirm transaction closure.
* Foster collaboration within the Operations department to identify logistics and distribution solutions tailored to customer needs.
* Collaborate with the IT Department on system and process implementation and development activities.
Qualifications
* Proven experience in Customer Service or Commercial Back Office roles, preferably in a structured and international environment.
* Strong leadership and people management skills, with the ability to coordinate, motivate and develop teams.
* Solid understanding of order management processes, commercial conditions, and customer lifecycle management.
* Proven ability to work cross-functionally with Sales, Operations, Logistics and IT Departments.
* Strong analytical and problem‑solving skills, with a proactive and solution-oriented mindset.
* Familiarity with ERP systems and digital tools.
* Fluent English required (written and spoken).
* Knowledge of a second foreign language is considered a strong plus.
We believe in the strength of diversity and the value created when different perspectives come together. Being an inclusive company isn't a goal – it's the journey we choose to take every day. Our recruitment process complies with Italian Legislative Decrees 198⁄2006, 215⁄2003, and 216⁄2003, guaranteeing equal opportunity to whoever wishes to join us on this journey. The position is open to everyone – we welcome every identity and orientation, safeguarding and promoting the free expression of each individual.
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