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Full time
Hybrid
Milan area , Italy
Varese , Italy; Lombardy , Italy
About the Role
Be the voice of the customer. Drive exceptional experience.
Are you passionate about delivering outstanding customer experiences and solving problems with speed and precision? We’re looking for a Customer Facing & Order Management Representative to be the key point of contact for our customers and a trusted partner for Sales & Marketing teams. You will report to the Customer Facing & Order Management Team Leader. You will join Essity’s Professional Hygiene division, a global leader in sustainable hygiene solutions through the Tork brand, supporting businesses and institutions in improving hygiene standards, efficiency, and sustainability across a wide range of industries. Hybrid working model
What You Will Do
Act as the primary point of contact for customers, managing queries, requests, and issues with a strong focus on first contact resolution
Build and maintain strong customer relationships, delivering an excellent and tailored customer experience based on customer needs and segmentation
Leverage a 360° view of customer interactions to proactively anticipate needs and ensure fast and effective query resolution
Work closely with Sales representatives to jointly manage customer requests and provide full visibility on ongoing interactions
Collaborate with service specialists for complex cases requiring deeper expertise or investigation
Proactively manage exception-based activities to enhance customer experience, using tools such as the C4 platform
Ensure smooth execution of the end-to-end SMM (Sales & Marketing Management) / order-to-billing process
Leverage the service specialist network to resolve issues not closed at first contact and continuously improve service quality
Who You Are
Minimum experience in customer service, order management or similar roles
Experience handling customer inquiries, complaints and requests effectively
Familiarity with Customer Relationship Management (CRM) systems
Strong customer focus, with the ability to manage orders efficiently, ensuring accuracy and adherence to procedures
Excellent communication and team collaboration skills
Strong time management, adaptability and ability to manage multiple priorities in a fast-paced environment
Problem-solving attitude with a proactive, solution-oriented mindset
Ability to handle conflict resolution and contribute to continuous improvement initiatives
Fluent in English and Italian
What We Can Offer You
Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being for 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. Innovate for Good | Excel Together | Be You with Us
The position is based in Legnano (MI). Please note that the office location is more easily accessible by car; therefore, having your own means of transportation is recommended.