About Falk & Ross
Falk & Ross is one of Europe’s leading textile wholesalers for promotional wear, merchandise, and workwear. Our mission is to deliver quality, service, and reliability, enabling our partners to present their brands in the best possible way.
With a strong international network, modern logistics, and a dedicated team, we are shaping the future of the textile industry.
For our office in Milan we need a Customer Service Representative to support the Italian Market.
Your Mission
As a Customer Service Representative, your core mission is to support the customer by providing a courteous and professional service via an effective and efficient order management, answering any enquiries and dealing with any issues. Customer Satisfaction is key to our success and you are the ambassador to make this happen in your daily contacts.
Key Responsibilities
* Processing and releasing customer orders (manual via mail/web shop) in the ERP System, considering customer requests, the payment condition and credit policy
* Responding to customer enquiries by mail or by phone on product availability, order status, deliveries and product information (sizes, brands, colors, alternatives)
* Follow up on backorder status, contacting internal teams for expediting where possible and customer communication
* Assisting and guiding the customers through our online tools such as the web shop
* Process drop shipments in collaboration with the internal departments, procurement and accounting.
* Processing of new customers, contact for complementary information and for welcoming them
* Provide support in the current process of handling claims and adapt to take up a more active role when the improved process comes into effect.
* All customer and internal communication should be done in a timely and courteous manner, representing a positive voice of the company.
* Identify and signal potential lead/buying signals from the customer contacts and pass these on to the sales team.
* Maintain data in ERP (Sage) and CRM (Salesforce.com) up to date,
* Collaborate with internal teams to ensure a smooth onboarding process and high service levels for new customers
* Think „Service to customers“
Key Performance Indicators (KPIs) – actual targets will be set each year :
Sales Holds (% of orders on sales hold):
* Indicating a correct and timely release of our sales holds for a swift order fulfillment
Responsiveness both on email and telephone communication:
* Email responsiveness (emails within 12 hours)
* Telephony responsiveness (abandoned calls)
Team based KPI’s :
On Time in Full
* Ensuring our orders are delivered on time and in Full, is a cross functional responsibility, customer service is a key player in this.
Backorders
* Ensuring backorders are cleared at the earliest convenience and ageing is within the targets. Measurement, Backorders as % of monthly sales.
Net Promotor Score
* The ultimate measure for customer satisfaction. A company wide indicator
Your profile :
* You have at least 1-2 years of experience in Customer Service
* You are native Italian speaker and fluent in English
* You work accurately with attention to detail. Right first-time mindset
* You think „Service to customers“
* You are stress resistant and remain calm when answering questions
* You work collaboratively, being supportive of colleagues and others. This includes regularly attending team/other relevant meetings and keeping colleagues up-to-date on relevant work issues
* You are eager to learn more about our products and our business.
* You identify and signal areas of improvement, in a mindset of continuous improvement.