Customer Service Specialist

1.Main Responsibility:

A. Order Management

• Receive, verify and enter customer orders into the ERP system, ensuring accuracy and completeness of order data.
• Monitor order progress from receipt through to final delivery.
• Handle order changes, amendments and cancellations in coordination with the relevant internal departments.

B. Customer Service & Communication

• Manage daily customer contact by email, telephone and other company channels.
• Respond to inquiries on orders, product availability, delivery schedules and shipment status.
• Collect and route customer requests to internal stakeholders; follow up on open items and keep customers proactively updated.
• Maintain consistent, professional communication throughout the order-to-delivery process.

C. Internal Coordination & Sales Support

• Support the Sales Department in the day-to-day management of customer accounts.
• Liaise with Production and Planning for order status and expected delivery dates; with Logistics to monitor shipments and flag delays; with Administration and Quality on customer or operational issues.
• Support information flow between the Italian office, the Chinese headquarters and other Group companies.

D. After-Sales Support

• Record customer complaints and service issues; forward technical and quality matters to the relevant departments.
• Track the progress of reported issues and keep customers informed.
• Support the operational management of post-delivery activities and customer requests.

2.Qualification:

A. Education & Experience

• Bachelor degree and above, preferably in Languages, Business Administration, Economics or a related field.
• 0–2 years of experience in Customer Service, Sales Administration, Back Office or Sales Support.
• Good knowledge of Microsoft Office applications.
• Familiarity with ERP systems is considered an advantage.

B. Languages

• Italian — Excellent written and spoken communication skills.
• Mandarin Chinese — Good written and spoken communication skills, required for daily business communication with the Chinese headquarters and Group colleagues (telephone, email and operational information exchange).
• English — Good written and spoken communication skills, required for interaction with international customers and internal stakeholders.

3.Personal & Soft Skills:

• Customer-oriented and solutions-focused. Patient and responsive with customers; aims to resolve issues rather than simply relay them, and keeps customers proactively informed throughout the process.
• Detail-oriented with strong follow-up discipline. Accurate on order data, dates and documentation; tracks open items to closure across departments without needing to be reminded.
• Calm cross-cultural coordinator. Comfortable switching between Italian, Mandarin and English across time zones and a matrix organisation; prioritises well when several orders and stakeholders compete, and handles commercial information with discretion.

4.Level of Autonomy and Responsibilities

The position is junior: the candidate initially works under established procedures and guidelines, with limited decision-making authority, reporting to the Sales Manager.

• Independently manages routine customer communications and provides order and delivery updates based on information from the relevant departments.
• Collects, verifies and relays information between customers and internal stakeholders, following up to ensure timely feedback.
• Escalates critical issues, exceptional requests and matters requiring business decisions to the Sales Manage