Are you a Functional Consultant expert in Service Cloud ?
We are Reply, and we are looking for you
WHO WE ARE
Reply is a company that specialises in Consulting, Systems Integration and Digital Services with a focus on the conception, design and implementation of solutions based on the new communication channels and digital media. Reply partners with key industrial groups in defining and developing business models made possible by the new technological and communication paradigms such as Artificial Intelligence, Big Data, Cloud Computing, Digital Communication, the Internet of Things and Mobile and Social Networking.
WHAT WILL YOU DO?
* Core activities. You will be responsible for analyzing business requirements and configuring SAP Service Cloud solutions to align with client service objectives. Your focus will be on optimizing customer care processes—such as case management, SLA handling, and omnichannel support—to improve service quality and customer satisfaction. Additionally, you will support end users with functional guidance and training, helping them fully leverage the platform to deliver consistent, efficient, and personalized service experiences.
* Technologies. You will work with key technologies such as SAP Service Cloud v2 and SAP C4C, designing and implementing service processes like case routing, escalation management, and omnichannel interactions. You will also interact with leading CRM and eCommerce platforms, as well as reporting and analytics tools, to monitor service performance, identify areas for improvement, and ensure a seamless and data-driven customer care experience.
* Team work. You will be part of a collaborative and dynamic environment, working closely with Customer Care teams, IT, and business stakeholders to ensure the successful implementation and integration of SAP Service Cloud solutions. The role offers the opportunity to engage with international clients and cross-functional teams, contributing to service transformation initiatives while fostering a culture of innovation, knowledge sharing, and continuous learning.
* Academic background. A strong academic background in Management Engineering, Computer Science, or a related field.
* Valuable expertise. Expertise in customer service platforms, particularly SAP Service Cloud v2 and SAP C4C, along with experience in CRM and ERP integration. A solid understanding of service processes, case management, SLA configuration, and omnichannel support is essential, as well as a focus on customer satisfaction, process optimization, and data compliance.
* Nice to have. It would be great if you also possess experience with API integrations and a solid understanding of integration processes across enterprise systems. Familiarity with other SaaS CRM platforms, such as Salesforce or Microsoft Dynamics 365, is highly valued. Additionally, proficiency in data analysis and reporting tools will further enhance your ability to deliver comprehensive customer service solutions.
* Soft skills. Excellent problem-solving abilities, strong communication skills, and a proactive, customer-oriented mindset. The ability to work collaboratively in a dynamic and international environment will be key to your success in this role.
YOU WILL LOVE WORKING WITH US BECAUSE…
* We have a start-up heart. Hundreds of small units with their own projects and teams. Guaranteed hands-on experience, flexibility, table footballs and free coffee.
* But we dream worldwide. We have the structure to make your ideas matter. We partner with major groups over 4 continents and 15 countries.
* We are customers-obsessed. Excellence is in our DNA. We strive for the best. We get our hands dirty. We get results.
* We are learning. We at Reply are always aiming for true innovation. Even though it still may look unreal.
WHAT ARE THE NEXT STEPS
The first step of our recruiting process will be the meetings with the technical referents and then a face to face interview with the HR team. We care about an equal recruiting process.
Reply is committed to embracing diversity and creating an inclusive work environment by valuing the uniqueness of people regardless of age, gender, sexual orientation, religion, nationality, or disabilities as protected by Italian Law (L.68 / 99).
Furthermore, Reply is committed to ensuring a fair and accessible selection process : to help you during the recruitment process, please let us know of any kind of support you may need.
Functional Consultant
• Lombardy, Milan, Italia
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