Customer Service Representative, Italy

The Customer Service Representative is the support resource for our customers, partners and Commercial sales teams. They are responsible for working collaboratively with the sales team as a technical advisor and Commercial/ product advocate. The Customer Service Representative must be able to identify and provide reliable solutions for all Commercial and technical issues to assure complete customer satisfaction.

In this role you will be passionate about the customers & take pride in delivering the Perfect Order to Serve and ensuring that the customer experience is positive throughout the fulfilment process: Order, Delivery, invoice. “OTC : Order To Cash”

**Responsibilities**:

- Responsible for service to our customers and achievement of “On Time in Full” service.
- Build a strong customer relationship, loyalty & retention through exceptional service, awareness and understanding of Bacardi’s customers- o Have full responsibility of Total Order Management (Order Acquisition, Order Processing, Maintenance) including any resolution management/follow up from Order - Delivery
- Invoice- o Have strong awareness & understanding of our product portfolio & optimise product availability- o Be the voice of our Customer. Drive customer centricity E2E throughout the Supply Chain, particularly with all key stakeholders: Warehouse, transport, credit control, sales, marketing
o Ensure Right First Time Order capture through accurate Customer Master Data.- o Provide Customer Service & Customer Satisfaction through root causing of Customer Issues, ensuring prompt resolution & prevention of reoccurrence.- o Utilise analytical skills to drive process improvements & deliver Customer Focus throughout the Supply Chain- o Interact daily with existing & new accounts to identify opportunities & Customer Service / Supply Chain needs. Further strengthen relationships through face to face meetings.- o Passionately drive Customer excellence & awareness across the Supply Chain & be a partner to sales.- o Be passionate about Customer First key performance metrics: Engagement levels OTIF (Service) & Advantage, GS1, etc).- o Balance cost & service in the best interest of both Customer & Company.- o Proactively review buying patterns of Customers to understand demand volatility & obtain market intelligence that can be shared trough out the organisation.- o Analyse Customer Data to maintain and secure ordersSkills and Experience

**To be successful in this role**:
**You are familiar in advanced customer service technology and decision support tools**:
Demonstrated use of analytical, collaborative problem solving and communication skills

Team player, understand the impact others have on your work and ability to collaborate in a constructive way with other (within and beyond own team)

You may have worked in central customer service function at one stage of your career

Experience of interacting and communicating with customers is critical to this role

**2+ years in a business environment, working within Customer Services, Logistics, Sales or Accounts Receivable**:
Strong SAP ERP Experience

Ability to work well in a dynamic, flexible environment where priorities are constantly changing

Strong oral & written communication skills

Fluent in Italiana & English

Our culture

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars - Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?
- Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge and innovate.
- Family; We treat each other, and our communities, like Family. Always.
- Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it’s our own. We do the right thing for the business and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.
- Disclaimer: Bacardi is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. The duties and responsibilities described in the role profile might not be a comprehensive list._