Austria 
Belgium 
Canada 
Denmark 
Finland 
France 
Germany 
Italy 
Mexico 
Netherlands 
Norway 
Poland 
Spain 
Sweden 
United Kingdom 
USA 
Full time
Hybrid
Milan area , Italy
Customer Service Representative
For our office in Legnano (Milan) and within our Business Unit Health & Medical, we are looking for a passionate Customer Service Representative, reporting directly to the Customer Service Manager.
About The Role
As Customer Service Representative, you will act as the voice of the customer, ensuring outstanding service experience throughout the customer journey.
You will manage customer interactions and order-related activities, partnering closely with Sales and other cross-functional teams to ensure effective issue resolution, seamless order execution, and high levels of customer satisfaction.
What You Will Do
- Customer Relationship Management: Act as the primary point of contact for customers, delivering professional, responsive, and customer-focused experience. Build and maintain strong customer relationships by understanding customer needs, handling inquiries, requests, complaints, and escalations, and leveraging a holistic view of customer interactions to proactively anticipate requirements and drive first-contact resolution whenever possible.
- Service & Product claims coordination: Analyse and manage service and product claims from receipt to resolution, coordinating with internal departments and escalating issues when required. Ensure complete and accurate documentation in SAP to maintain full claim traceability. Provide customers with timely updates and communicate the final resolution, ensuring a high level of customer satisfaction.
- Cross-functional Collaboration: Work closely with Sales representatives and collaborate with Supply Chain, Logistics, Finance, and other internal stakeholders to ensure efficient fulfillment of customer requirements. Partner with service specialists and subject matter experts to investigate and resolve more complex issues, providing customers with seamless support and effective solutions.
- Continuous Improvement & Service Excellence: Contribute to the delivery of service excellence by proactively managing exception-based activities, improving customer experience, and ensuring adherence to established service standards and operational procedures. Utilize CRM platforms and customer service tools effectively, identify opportunities for process optimization, and support continuous improvement initiatives that enhance efficiency, service quality, and customer satisfaction.
Who You Are
- Previous experience in Customer Service, Order Management, Customer Operations, Sales Support or similar customer-facing roles
- Experience in managing customer inquiries, requests and complaints while delivering high-quality customer experience
- Familiarity with Customer Relationship Management (CRM) systems and customer service tools, SAP will be considered as a plus
- Fluency in Italian and English both in writing and speaking
- Strong customer focus and communication skills, with the ability to collaborate effectively across functions and build positive stakeholder relationships.
- Proactive, well-organized and solution-oriented mindset, with the ability to manage multiple priorities while driving continuous improvement and customer satisfaction.
What We Can Offer You
Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being of people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere.
This job posting is open to applications from all genders (Law 903/77 and Legislative Decree 198/06) and to individuals of any age, nationality, religion, disability, sexual orientation, or other characteristics protected by law. We do not discriminate in relation to access or treatment during the selection process.