JOB DESCRIPTION:About the Role We are looking for an experienced Customer Service & Order Management Specialist with strong SAP experience to join our local Customer Service team. In this role, you will provide high-quality support to both internal and external stakeholders, managing the end-to-end order cycle and ensuring smooth, compliant operations.
You will handle order processing, pricing and billing inquiries, service requests, and complaint management while working in full compliance with internal procedures and applicable regulations (e.G. ABBOTT Quality System ). This is a role with a high degree of autonomy, where your expertise will directly contribute to the efficiency and success of the Customer Service function in Italy.
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 tr

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