Customer Service Specialist
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.
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.