Job Description Mission of Customer Service role: To act as the contact for proactive analysis on customer, support to the Account management and deal with in-depth and complex issues on customer accounts in a competent and professional manner.Key Responsibilities
- Professionally manage and resolve customer inquiries, complaints, and requests, ensuring timely and effective communication while adhering to service level agreements (SLAs).
- Facilitate smooth customer onboarding processes, ensuring accurate setup of customer accounts, and delivering system training where needed to support customer success.
- Collaborate cross-functionally with teams such as Sales, Finance, and Operations to ensure a seamless customer experience, from order processing to issue resolution.
- Maintain accurate and up-to-date customer information and service requests in relevant systems, ensuring data integrity and supporting performance tracking and reporting.
- Conduct regular reviews of customer accounts to assess performance, identify improvement opportunities,



and provide actionable insights to enhance customer satisfaction.
- Support continuous improvement initiatives by contributing ideas and feedback on optimizing customer service processes, reducing operational inefficiencies, and increasing service levels.
- Play a key role in customer retention efforts by proactively addressing issues, monitoring customer satisfaction metrics, and identifying opportunities for service enhancement.
- Act as a customer advocate within the organization, ensuring that customer needs and concerns are effectively communicated and addressed in collaboration with internal stakeholders.

Requirements
- Education: Bachelor or equivalent in Economics or related fields.
- Minimum 3-5 years of work experience in a customer facing role.
- Experience working with objectives, measures and KPIs.
- Analysis of customer performance.
- Computer skills: SAP, BW, Outlook, Microsoft Office (advanced Excel), Salesforc

📌 Customer Service Specialist (Italia)
🏢 Dormont Manufacturing
📍 Italia