PURPOSE:
The Customer Care Specialist is responsible for managing front office activities related to the role (inbound & outbound telephone contact with agencies and clients), constantly interfacing with all internal business functions involved (sales, logistics, demand planning) and external agencies/clients.
MAIN RESPONSIBILITIES:
- Support the customer by email, B2B digital platform and by phone;
- Manage orders in entrance (verification, unblocking, modifications etc.)
- Monitor the availability produced in coordination with other company functions (for example Demand Planning)
- Verify the state of the forwarding in coordination with the functions Logistic and Warehouse, aimed to improve the satisfaction of the client
- Manage the requests of agents / clients (availability product, technical information of first level etc.)
- Interface with different company functions in order to the resolution of the problems/ criticality of the Client (Claim Office, Technical Department)
- Gestione dell’order entry tramite gestionale sap
- Keep informed concerning Ideal Standard warranty process and products;
- Implement actions to improve KPIs and keep track of them by using the right tools;
- Provide accurate, valid, and complete service to the customers;
- Identify and assess customers' needs to achieve satisfaction;
- Build sustainable relationships of trust through open and interactive communication both internally and externally;
- Manage all back office activities related to the role.
REQUIREMENTS AND SKILLS:
- Mandatory Spanish language at proficiency level/bilingual (level C1/C2)
- Proven customer care experience;
- Good Knowledgeof SAP and Office365;
- Sensitivity toclient service;
- Excellent communication and problem-solving skills;
Soft Skills:
- Ability to work in a fast-paced environment;
- Strong interpersonal skills, building effective relationships internally and externally;
- Organized and methodical;
- Ability to multitask, prioritize and manage time effectively;
- Negotiation and persuasion skills;
- Flexibility.
📌 Customer Service Specialist
🏢 Villeroy & Boch Group
📍 Abbadia Lariana