Reports To: Head of E-Commerce brThe Web Customer Service Specialist plays a key role in delivering an outstanding digital customer experience.
Acting as a Brand Ambassador, this role supports customers throughout their online purchasing journey, ensuring timely, accurate and personalized assistance before, during and after each purchase.
brThe role manages the complete order lifecycle, resolves customer issues efficiently and collaborates closely with Digital, Logistics, Warehouse and other internal teams to continuously improve customer satisfaction and strengthen brand loyalty.
brDeliver an excellent customer experience across all customer touchpoints, including email, phone, chat and social media (Instagram, Facebook, LinkedIn).
brManage customer enquiries related to products, online orders, deliveries, returns, exchanges, refunds and warranty claims.
brSupport customers throughout the entire order lifecycle, ensuring prompt and accurate communication.
brHandle payment-related enquiries, including credit cards, PayPal, Klarna, gift cards and promotional vouchers.
brResolve customer complaints professionally, identifying appropriate solutions while maintaining a positive customer relationship.
brLiaise with Logistics and Warehouse teams to monitor shipments, resolve delivery issues and manage stock-related enquiries.
brCollaborate with the Digital and Market Place teams to report website issues, payment gateway problems and customer experience improvements.
brMonitor and manage customer feedback across multiple platforms (e.g., Trustpilot and Amazon), analyze reviews and recurring issues, and provide actionable insights to enhance products, services,



and internal processes.
brMaintain accurate customer records and ensure all activities are correctly documented within the CRM and customer service platforms.
brEnsure compliance with company policies, GDPR requirements and quality standards.
brContribute to the continuous improvement of customer service procedures, FAQs and knowledge base documentation.
brMonitor and achieve customer service KPIs, including response time, resolution time and customer satisfaction.
brRepresent the North Sails brand with professionalism, empathy and a customer-first mindset in every interaction.
brCustomer-centric mindset with a genuine passion for delivering exceptional service.
brProactive approach and continuous improvement mindset.
brTeam player with strong cross-functional collaboration skills.
brPrevious experience in Customer Service, preferably within Fashion, Retail or e-commerce.
brKnowledge of customer service and customer experience processes (e.g., NPS, customer feedback programs, and Voice of the Customer initiatives)brExperience managing online customer enquiries and order management processes.
brFamiliarity with CRM systems, ERP platforms and customer service tools (e.g. 4 Seasons, Coral Match, Business Central, Shopify or similar) is considered an advantage.




brGood understanding of e-commerce operations and digital customer journeys.
brExcellent Italian and English, both written and spoken.
Additional languages are a plus.
brGood knowledge of Microsoft Office, particularly Excel.
brThe opportunity to join an international and growing company with a strong heritage and an innovative mindset.
brA collaborative and dynamic working environment where ideas are valued.
brContinuous learning and professional development opportunities.
brFlexible working arrangements in line with company policies.
brEmployee benefits and staff discounts.
brThe chance to contribute to a purpose-driven company committed to sustainability and responsible business.
brWe value and welcome applications from people of all gender, religion, gender identity or expression, race, sexual orientation, civil status, national origin, disability, or age.
brHe succeeded and went on to reshape sailing altogether.
Lowell's enduring legacy is the combination of leading-edge technology and high-performance materials, which defined the first apparel collection that launched in ****.
Today, for Performance Apparel the singular goal is to make the best foul weather gear on the planet, while the Lifestyle Collections bring the spirit of the ocean to shore and city.
As part of our journey to becoming an Ocean Positive brand, we strive to use environmentally responsible materials that strike the balance between sustainability, functionality, and purpose, so we can plot and steer the course to a cleaner, healthier ocean, and preserve it for future generations.

📌 Specialist Services Administrator (Bardi)
🏢 North Sails Apparel
📍 Bardi