COMPANY PROFILE:
In 2024, Dedar acquired Mariaflora, a brand owned by Filippo Uecher Srl.
Established in 2015 in Biella - a hub of textile excellence for Made in Italy - Mariaflora has developed a collection with an international appeal over the years, offering outdoor and performance fabrics defined by understated elegance and timeless style. As a supplier to some of the world’s leading furniture brands and with a strong presence in the luxury yachting sector, the brand produces solution‑dyed acrylic fabrics for outdoor use, manufactured locally through a carefully controlled, vertically integrated supply chain—from fiber to finished fabric.
Today, Dedar have an international team of over 200 employees: a group of people growing together with the company, united by a shared passion for the beauty of textiles. Dedar’s headquarters and operations are based in Italy, with commercial branches in France, the UK, the USA, Russia, and the UAE, and distributes its products in over 80 countries worldwide.
PURPOSE:
The Customer Service Specialist will be responsible for the whole cycle of order management, ensuring the customer satisfaction according to the company guide lines and expectations, acting as an ambassador of the brand.
Moreover, he/she will support the sales team and Area Managers in reaching the tactical commercial goals: centric on customer to give the best experience, easy and simple to purchase, with the aim to keep our customers for long run with fidelity and professionalism.
In addition to the technical skills required, he/she must be able to compare with internal stakeholders for all aspects related to the activities that will be carried out.
DUTIES AND RESPONSIBILITIES:
More specifically the main job duties are:
* Managing orders process from customer request to post sale service: fabric and samples orders, fabric reserves, prices and offers, stock check availability, product information. Assuring an update customer portfolio, maintaining an accurate management of orders and reserves.
* Dealing with all complaints and returns to completion.
* Daily follow up analysis on open portfolio in order to speed up the shipment procedures.
* Dealing with sales projects, supporting prices and commissions set up in accordance with the commercial strategies and guidelines.
* Manage general sales administration activities on existing customers and new ones (open new customer data, payment terms and sales condition).
* Supporting sales representative and Area Managers in managing customers’ requests.
* VIP or Key accounts management: ensuring the high Value Customers to be managed at the highest quality criteria, consistently. Providing ultimate customized services on individual basis, establishing long‑lasting business relationship.
* Managing process relationship with accounts to assure constant check on client’s statement, due payments, VAT positions, trade licenses control.
EXPERIENCE AND SKILLS:
* High school Diploma;
* Bachelor’s degree in languages/communication is desired, as well as specific training on CSM (Customer Service Management);
* Previous experience in a customer service department. Experience gained in interior or textile field is a preferential title;
* Fluency in English and in a second language;
* Knowledge of Office Applications, mainly EXCEL/PowerPoint/Word and experience in working with business software;
* Strong in analyzing daily situation and good capability in relevant problem solving;
* Good communication, problem‑solving and negotiation skills;
* Team working, proactivity and organizational skills;
* Ability to work on goals and ability to withstand stress.
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