Manage end to end order management, from order placement through to delivery in our Customer Relationship Management and ERP systems
Works closely with functional areas to monitor customer requirements throughout the order fulfilment process, advising Customers and Sales of any significant delays
Prepares for and leads the yearly, bi-yearly or quarterly performance reviews with customers and neighbouring functions
Manage any customer request as applicable and share all customers information including customer forecasts with colleagues from neighbouring functions
Proactively manage customer finished goods levels and aged inventory in collaboration with neighbouring functions
Acknowledge customers complaints, enter customer complaints with the data received and ensure the customer receives a prompt feedback
Initiate the return of goods where applicable
Coordinate the expediting of rush shipments and monitor their progress to delivery
Initiate the request for credit and debit notes in collaboration with the finance function
Support the disputed invoices process in collaboration with finance and credit collection
Build the customer knowledge needed to effectively manage the relationship
Continuously strive to improve customer relations with prompt, efficient service

Experience in a similar position, preferably in a packaging or manufacturing environment
Experience of SAP and Salesforce.com preferred
Strong Excel skills appreciated
Fluent in English and Italian, other languages as a plus

Customer Service Representative

Key skills