Purpose of the position
The Customer Care Representative is the operational and relational point of contact for the client. This role ensures the efficiency of the order cycle, guaranteeing high service standards through the use of advanced digital tools and a strong aptitude for problem-solving.
Responsibilities
* Front Office, particularly for foreign clients
* Entering, monitoring, and advancing sales orders within the management system;
* Entering promotions and commercial policy conditions;
* Maintaining contracts with the sales network: customer reward contracts and agent contracts;
* Checking achievement of bonuses/rewards
* Use of SAP: Daily use of the SD (Sales and Distribution) module for managing commercial transactions.
* Constant updating of the CRM platform to track the history of interactions and customer needs.
* Managing master data documentation, including creating, verifying, and updating customer records, ensuring the correctness of fiscal and logistical data.
* Product availability control: Liaising with planning and the warehouse to check article stock and communicate delivery times.
* Processing reports on spreadsheets and data analysis using Business Intelligence software for monitoring sales performance.
* Coordination with the logistics department for shipment scheduling and resolving any critical issues related to transport.
* Managing commercial returns:
Required skills
* C1/C2 level English proficiency (formal certification not required)
* Problem Solving: Ability to manage complaints, transforming a poor service into an opportunity for loyalty.
* Accuracy: Extreme accuracy in managing numerical data and customer master data
* Empathy and proactivity
* Minimum experience (2-3 years) in the role
Preferred skills
* Ability to organize priorities in dynamic contexts with tight deadlines.
* Results orientation
* Knowledge of CRM platform