Customer Service Specialist

Fortidia is an equal opportunity employer. We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience and skills. For our Milan Headquarters, we are looking for a Customer Service Specialist who will act as a key point of contact for the MBE Centers network, providing operational support and contributing to the effective management of requests and the resolution of day-to-day issues. The role will involve working closely with internal departments and external partners to ensure effective communication, monitor incoming requests, and identify opportunities for process improvement, contributing to high service standards and operational efficiency.

Key Responsibilities
Customer Service & Network Support
• Manage operational and administrative requests from MBE Centers through the ticketing system and other communication channels.
• Provide guidance and support to Centers on operational procedures, services, and company guidelines.
• Analyze reported issues, identify possible solutions, and ensure consistent follow-up until resolution. Operational Coordination
• Collaborate with internal departments and external partners, including shipping carriers, to ensure effective request management and the resolution of operational issues.
• Support the management of inquiries related to shipments, delays, and delivery issues, facilitating coordination among the parties involved.
• Ensure the accurate recording and updating of requests, actions taken, and outcomes in the relevant company systems. Service Quality & Continuous Improvement
• Monitor the progress of open requests, ensuring that response and resolution timelines are met and that timely communication is maintained with all relevant stakeholders.
• Identify recurring issues and contribute to developing solutions aimed at improving service quality and process efficiency. Skills and

Qualifications:
• Bachelor's or Master's degree in related matters
• 3–5 years of experience in Customer Service roles, preferably in logistics, shipping, e-commerce, or franchising networks.
• Strong customer orientation and a proactive, solution-oriented approach to managing requests and resolving issues.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively and interact with different stakeholders.
• Strong organizational skills, attention to detail, and the ability to manage multiple tasks and priorities simultaneously.
• Familiarity with ticketing systems, CRM platforms, and digital tools for request management.
• Good knowledge of Microsoft Office, particularly Excel.
• Excellent command of Italian and good working knowledge of English.
• Excellent negotiation and mediation skills, paired with strong emotional intelligence and solid interpersonal abilities, essential for effectively coordinating multiple stakeholders' expectations and ensuring timely follow-ups during standard operational peaks.
• Strong adaptability and flexibility to operate successfully in a constantly evolving environment.
• Proactive attitude and high organizational autonomy: ability to navigate multiple priorities with clarity and take the initiative.
• Ability to analyze recurring issues to actively propose the structuring of new workflows and the optimization of existing processes.
• Collaborative spirit, with appreciation of diverse perspectives.
• Bold, passionate, tenacious and curious mindset, not afraid to explore new ideas and challenge the status quo in pursuit of better solutions.

What we offer
• A vibrant international environment in a continuously growing company with many professional and personal development opportunities.
• Extensive training and development opportunities within the group.
• A multicultural organizational structure and team. Compensation: € 27.000 – € 32.000 total package. Final compensation will depend on experience, skills, and internal equity criteria aligned with our compensation framework. About Fortidia Fortidia is the brand identity of MBE Worldwide S.p.
A.
- a company headquartered in Italy
- and its affiliates. Fortidia is a global commerce enabler for MSMEs and consumers thanks to its platform including brands providing ecommerce fulfillment, shipping, logistics, marketing and print solutions: Mail Boxes Etc. (outside the U.
S. and Canada.), World Options, PACK & SEND, PostNet, ParcelValue, Wing, GEL Proximity, AlphaGraphics, Kwik Kopy Australia, Multicopy, and Print Speak. In 2025, its platform
- including 3,200+ Business Solutions Centers in 56 countries with 14,000 associates
- served 900,000 business customers worldwide generating €1.4 bln (US$1.6 bln) of System-wide Gross Revenue. For more information, visit fortidia.com