Customer Service Representative

2 settimane fa

Milano, Lombardia, Italia ECCO A tempo pieno

About the Role

We are seeking a highly motivated and customer-focused Customer Service Representative to join our team at ECCO. As a key member of our Southern European Sales Region, you will be responsible for delivering exceptional customer service and support to our clients.

Key Responsibilities

  • Ensure customers receive timely and accurate information about their deliveries.
  • Collaborate with the sales team to ensure seamless communication and strong working relationships.
  • Provide support to B2B customers and maintain strong communication and working relationships.
  • Resolve product or delivery issues by clarifying customer complaints, determining the cause, and selecting the best solution.

Order Intake Management & Order Follow-up

  • Main order handling: Ensure orders are processed on time, in full, and maintain a clean order book.
  • Repeat order entry: Place main and repeat orders on the system and support reaching repeat order targets.
  • Order releasing: Release orders from the warehouse and ensure timely deliveries.

Email / Phone Call / Information Request Handling

  • Handle customer and consumer inquiries in a timely, efficient, and effective manner.
  • Send copies of invoices, delivery notes, or order confirmations as required.

Pickup / Return Handling

  • Process customer returns and exchanges.

Maintaining Financial Accounts

  • Process invoice adjustments and credit notes.

Teamwork / Interdisciplinary

  • Provide support to other departments as required.

Training and Coaching

  • Act as a 'trainings buddy' for new employees.

Reporting / Dashboard

  • Provide daily updates on key performance indicators.
  • Administer quality claim handling.

Projects

  • Participate in interdisciplinary projects.

Requirements

  • At least MBO/Associates degree or equivalent working experience.
  • Minimum of 5 years of working experience within a customer service role.
  • Experience with SAP and Microsoft Excel.
  • Fluent in English (written and spoken) and French as a plus.
  • Additional language skills specific to the substructure/market (native/or near-native), written and spoken.

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