Leader E-Commerce H/F
Pubblicato il 01-08-2026 - FURLA in Italia
KEY ACCOUNTABILITIES:
Ensure a high standard of Customer Service support for B2C customers, coordinating first-level customer assistance and ensuring timely issue resolution.
Lead and monitor daily Online Customer Service and Operations activities for both the E-commerce website and internalized marketplaces managed in-house, ensuring service excellence and operational efficiency.
Perform periodic and ad hoc analyses of packaging levels, identifying risks, opportunities, and actions to optimize packaging management.
Act as a key liaison between Customer Service, Logistics, Transportation, and other internal stakeholders to ensure smooth order fulfillment and customer satisfaction.
Develop an in-depth understanding of products, services, and customer service processes to effectively support customer inquiries and escalations.
Manage and resolve customer requests by investigating issues, gathering relevant information, coordinating with internal teams, and ensuring clear and accurate communication.
Maintain accurate records of customer interactions, inquiries,
and resolutions within company systems.
Identify opportunities to improve customer experience, operational processes, and service quality, recommending and supporting the implementation of enhancements.
Monitor key Customer Service and Operations KPIs, preparing reports and analyses to support business decisions and continuous improvement initiatives.
Oversee fraud prevention activities, monitoring suspicious transactions and collaborating with relevant departments to mitigate operational and financial risks.
Support the implementation of new processes, tools, and best practices aimed at increasing efficiency, scalability, and customer satisfaction.
Continuously update professional knowledge and industry best practices to ensure alignment with evolving customer expectations and business needs.
Contribute to the achievement of departmental and organizational objectives through proactive collaboration and effecti