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 Manager or the relevant department.
• The role does not involve independent decision-making on pricing, commercial terms, production priorities or exceptional customer solutions. 5.
Main Internal and External Interfaces
• External: domestic and international customers.
• Internal: Sales; Production & Planning; Logistics & Shipping; Administration; Quality; the Chinese Headquarters and other Group companies. 6.
Key Performance Indicators
• Accuracy of order entry and management.
• Timeliness in responding to customers and communicating order/delivery updates.
• Effectiveness in coordinating information across departments and following requests through to resolution.
• Reliability and consistency in daily operations.