Customer Service Representative

About the Role

What You Will Do

Front Office Activities

• Process customer orders received via telephone, ensuring accuracy and professionalism.
• Investigate and resolve customer complaints promptly, providing clear and solution-oriented communication.
• Collaborate with internal teams (e.g. Sales, Finance, Logistics) to resolve pricing discrepancies.
• Issue credit notes for returns and complaints within defined procedural deadlines.
• Coordinate with approved couriers for deliveries, pick-ups and claim handling.
• Organize return shipments and manage PER processing in close collaboration with sales representatives.

Back Office Activities

• Manage customer orders received via email, fax or post, ensuring timely entry into the system.
• Ensure accurate creation of sales orders and invoices in the ERP system (SAP).
• Generate all necessary documentation: packing lists, proforma invoices, credit notes and related documents.
• Execute timely and precise invoicing, including electronic invoices, in line with local regulations.
• Monitor invoice issuance and proactively follow up on backorders, keeping stakeholders informed.
• Maintain and update master data (customers, materials, pricing) to ensure data quality and consistency.
• Support product tracking and FSCA (Field Safety Corrective Action) activities in alignment with quality and regulatory requirements.

General Responsibilities

• Actively participate in process improvement initiatives and cross-functional projects.
• Share knowledge and support onboarding by mentoring and training junior team members.
• Ensure full compliance with company policies, procedures and ethical standards.

What You Bring

• Upper secondary / high school diploma (or equivalent); additional education is a plus.
• Proven experience in Customer Service and/or Order Management, ideally within a regulated or international environment.
• Solid working knowledge of SAP (or similar ERP systems) for order processing and billing.
• Fluency in the local language (Italian) and good command of English, both written and spoken.
• Proficiency in Microsoft Office (especially Excel, Outlook, Word).
• Strong organizational skills with a high level of accuracy and attention to detail.
• Excellent communication and stakeholder management skills.
• Customer-focused mindset, with a collaborative and team-oriented approach.
• Ability to prioritize and stay resilient under pressure in a dynamic environment.
• High level of integrity, reliability and adaptability.

What We Offer

• The opportunity to play a key role in the end-to-end order management and customer service process.
• A collaborative and supportive team environment, with exposure to cross-functional stakeholders.
• The chance to contribute to continuous improvement initiatives and process optimization.
• A role where your experience with SAP and order management will be recognized and valued.

Equal Opportunity & Data Privacy – Italy