1. Main Responsibility:

A. Order Management

- Receive, verify and enter customer orders into the ERP system, ensuring accuracy and completeness of order data.
- Monitor order progress from receipt through to final delivery.
- Handle order changes, amendments and cancellations in coordination with the relevant internal departments.

B. Customer Service & Communication

- Manage daily customer contact by email, telephone and other company channels.
- Respond to inquiries on orders, product availability, delivery schedules and shipment status.
- Collect and route customer requests to internal stakeholders; follow up on open items and keep customers proactively updated.
- Maintain consistent, professional communication throughout the order-to-delivery process.

C. Internal Coordination & Sales Support

- Support the Sales Department in the day-to-day management of customer accounts.
- Liaise with Production and Planning for order status and expected delivery dates; with Logistics to monitor shipments and flag delays; with Administration and Quality on customer or operational issues.
- Support information flow between the Italian office, the Chinese headquarters and other Group companies.

D. After-Sales Support

- Record customer complaints and service issues; forward technical and quality matters to the relevant departments.
- Track the progress of reported issues and keep customers informed.
- Support the operational management of post-delivery activities and customer requests.

2. Qualification:

A. Education & Experience

- Bachelor degree and above, preferably in Languages,



Business Administration, Economics or a related field.
- 0–2 years of experience in Customer Service, Sales Administration, Back Office or Sales Support.
- Good knowledge of Microsoft Office applications.
- Familiarity with ERP systems is considered an advantage.

B. Languages

- Italian — Excellent written and spoken communication skills.
- Mandarin Chinese — Good written and spoken communication skills, required for daily business communication with the Chinese headquarters and Group colleagues (telephone, email and operational information exchange).
- English — Good written and spoken communication skills, required for interaction with international customers and internal stakeholders.

3. Personal & Soft Skills:

- Customer-oriented and solutions-focused. Patient and responsive with customers; aims to resolve issues rather than simply relay them, and keeps customers proactively informed throughout the process.
- Detail-oriented with strong follow-up discipline. Accurate on order data, dates and documentation; tracks open items to closure across departments without needing to be reminded.
- Calm cross-cultural coordinator. Comfortable switching between Italian,



Mandarin and English across time zones and a matrix organisation; prioritises well when several orders and stakeholders compete, and handles commercial information with discretion.

4. Level of Autonomy and Responsibilities

The position is junior: the candidate initially works under established procedures and guidelines, with limited decision-making authority, reporting to the Sales Manager.

- Independently manages routine customer communications and provides order and delivery updates based on information from the relevant departments.
- Collects, verifies and relays information between customers and internal stakeholders, following up to ensure timely feedback.
- Escalates critical issues, exceptional requests and matters requiring business decisions to the Sales Manager or the relevant department.
- The role does not involve independent decision-making on pricing, commercial terms, production priorities or exceptional customer solutions.

5. Main Internal and External Interfaces

- External: domestic and international customers.
- Internal: Sales; Production & Planning; Logistics & Shipping; Administration; Quality; the Chinese Headquarters and other Group companies.

6. Key Performance Indicators

- Accuracy of order entry and management.
- Timeliness in responding to customers and communicating order/delivery updates.
- Effectiveness in coordinating information across departments and following requests through to resolution.
- Reliability and consistency in daily operations.

📌 Customer Service Specialist (Milano)
🏢 Kingfa Sci.&Tech. Co.
📍 Milano