Italy Customer Care Executive

The Opportunity

This is a temporary contract to cover a Maternity Leave (approx 6 months).

Mission:

Centralize the relation with the Global Customers and Distributors in the order to cash process (orders, deliveries, returns, claims and bad debt) and solve any issues to achieve the objectives fixed in terms of service and receivables.
 

What you'll get to do

Responsibilities/Key Tasks

Centralize the relation with the Italian Customers in the order to cash process:

• Review and provide information about the situation of their orders
• Deal with EDI/ SAP/e-mail orders
• Review and provide logistic or descriptive information of products
• Review and provide information about delivery data
• Inform the customer of the out of stock that affects the orders
• Review and provide information about invoice data (solve possible invoice issues)
• Review and provide information about the collection and/or liability situation
• Maintain a record of the most common issues and problems and their solving degree, so that the customer service is speeded up

Tasks within the Order & Delivery management process

• Unblock the EDI orders, in EDI workflow and solve the problems to be able to create the sales order.
• Review and unblock the orders for delivery.

Delivery issues/delay management

• Modify orders and deliveries
• Interlocutor with Delivery Monitoring (Logistics) for delivery issues Follow-up and management regarding faults
• Review and provide info requested by the Customer

‘Transport’ management

• Group deliveries to be prepared and shipped together to the customer.
• Transport follow-up with Delivery Monitoring
• Review and provide info requested by the Customer

Invoice management

• Review and unblock the orders for invoicing and generate the billing document.

Overdue or Bad debt:

• Decision of the action to be taken together with Sales Team and Implementation of the agreed action

Claims management

• Claim reception and analysis (Check with Commercial conditions, pricing…)
• Creation of Credit/Debit note in the system
• Credit / Debit note billing and AR compensation
• Take care and register customer complaints

Customer relationship

• Day to day communication
• Responsiveness, provide solutions to customer requests
• Analyze and share functional KPIs with customer to detect improvement areas.

We'd love to meet you if you have

REQUIREMENTS FOR THE ROLE

Experience:

• Minimum 2 years in a similar job

Education:

• University Degree

Languages:

• English:  very fluent
• Spanish: fluent
• Italian: native or very fluent

 Competencies:

• Good communications skills
• Analytical skills
• Ability to listen and active problem-solving skills
• Good interpersonal skills
• Ability to handle pressure and workload
• If possible, sales/commercial experience

Specific Knowledge required:

• OTC processes
• SAP
• Excel and Powerpoint

A few things you'll love about us