Operator Back Office

Job Purpose

The role, based in Vimercate (Milano), will have a Italian scope and will report to the Planning and Customer Collaboration Manager.

Purpose: The purpose of this role is to manage all customer requests with a 360° approach. There is no separation between front and back office, as the person will be responsible for customer segmentation (criteria to be defined – possibly by channel, geography, etc.). The person must be prepared to interact with customers and resolve all types of requests, from order entry to complaints, including refusals and returns management. The person will interface in this role with all stakeholders (Customers / LSCM / Sales / Carriers / Platforms / Support Services, etc.)

Permanent tasks:

As a Customer Service Specialist:

• Reply to customer calls and provide high-quality service in terms of greeting, listening, and advising, while reducing wait times to meet service level KPi
• advise customers, demonstrating extensive knowledge of vehicles, automotive equipment, and BS/IPC products
• navigate through various company tools to support commercial activities
• work independently, simplifying the customer's relationship with BS by interacting with SA, the warehouse, and the 3PL
• keep myself informed about commercial and channel dynamics (pricing, promotions, marketing levers) to contribute to the achievement of commercial results with personalized suggestions for customers
• understand customer characteristics (size, BS potential, business model) and adopt specific, personalized strategies
• analyse available data and information to anticipate potential customer issues and BS supply criticalities (production issues, product shortages)
• be familiar with the end-to-end processes related to this role and provide ideas to improve and streamline the working methods by identifying recurring and high-impact issues
• manage priorities, prioritizing customer relations over operational activities (processing returns and orders)
• work reliably and quickly on requests received
• When information is not available, take the initiative to elicit responses and provide customer service
• adapt my communication style to suit the person I am talking to
• manage my emotions even in critical situations and when dealing with customer complaints
• demonstrate a genuine interest in helping the customer solve problems

Profile:

• Excellent telephone skills
• Proficiency in IT tools (Excel, SAP, etc.)
• Italian and English, any other languages are welcome
• Good elocution
• Punctuality and diligence
• Stress resistant
• Solution-oriented (proactive in resolving disputes)
• Ability to manage priorities
• Business acumen and customer relations skills
• Rigorous and tenacious
• Dynamic, available, and responsive
• Good interpersonal skills and adaptability
• Multitasking (answering the phone and managing files)
• Analytical mind
• Open to change