Videndum is an international group principally serving customers in the \"image capture and content creation\" market. Videndum manufactures and distributes technically advanced products which give broadcasters, film studios, video production companies and independent content creators total confidence in the production equipment they depend upon to capture and share world class footage.
Our people are key to our future, and they are our number one priority. They make the difference not only by what they do, but by how they do it.
Role Summary
Reporting to the Customer Service Director, provide a high level of service, support, and advisory assistance to both internal and external B2B customers, with a specific focus on managing Amazon Vendor orders and ensuring operational excellence.
Work Location
Cassola, Italy/Hybrid - at least 3 days a week in the office, and 2 days a week working from home
Main Responsibilities and Tasks
Process orders via Vendor Central and coordinate pre-shipment activities
Collaborate with the Amazon Commercial Manager to manage process priorities and complex case scenarios
Work closely with Demand Planning and Supply Chain teams to manage cancellations and product availability, maximizing commercial outcomes
Raise shortage disputes for unpaid invoices and prepare monthly reporting for Finance and Commercial teams
Manage deduction disputes related to logistics issues, in close cooperation with the Logistics team
Act as a proactive point of reference for internal teams and global B2B customers
Support daily pre- and post-sales activities, including:
Price list creation and communication
Product information and technical support
Order processing (accurate and timely)
Pre-shipment coordination
Develop and implement initiatives to ensure a consistently high level of service
Liaise with the Regional Demand Planning team to meet order and customer demand requirements
Manage disputes, notifications, and escalated customer service cases
Coordinate with Accounts Receivable regarding account maintenance, payment issues, and customer inquiries
Issue credit notes for quantity/price discrepancies and deferred discounts
Support the Sales team with effective, regionally focused solutions
Perform additional customer service and administrative tasks as required by the CS Manager
What We’re Looking For
High level of precision and reliability
Strong interpersonal and communication skills
Fluency in English
Previous experience in B2B customer service
Strong problem-solving abilities
Excellent organizational and prioritization skills
Flexible, multitasking mindset
Team player with the ability to work independently
Proficiency in Microsoft Office (Excel and Word)
Ability to thrive in an international, multicultural environment
Capacity to contribute to planning and strategic initiatives
Strong sense of ownership and accountability, particularly in project execution
Videndum Mindset
Exceptional Product Performance
Customer Focus
Leading a Fast Changing Market
Global Capability
Transparency, Integrity and Respect
Environmental Consciousness
Health and Safety
All employees are expected to take care for their own health and safety and that of others who may be affected by their acts or omissions in accordance with the Company health and safety policy by using correct tools, processes and Personal protective equipment and not perform any function unless appropriately trained and authorised.
Our approach to diversity follows a strict policy of sourcing the best person for the role irrespective of race, gender, age, religion, sexual preference, or disability. Our Code of Conduct sets out an express prohibition on discrimination of any kind.
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