B2B Customer Service Representative

Bvlgari; Dublin; On-site; EUR 40,000 - 60,000; Full time

Job summary

Bulgari in Dublin is seeking a B2B Customer Service Representative to manage the end-to-end order-to-shipment process for a dedicated client portfolio, ensuring KPIs are met and service levels maintained.

You will respond to inquiries about products, stock, delivery dates and order status, build strong relationships with internal teams, and actively support continuous improvement across logistics and customer service.

Qualifications

• Experience in Order Management, Customer Service, or Logistics.
• Strong customer service and communication skills.
• Ability to analyze data and translate insights into actions.
• Experience with SAP or similar ERP systems.
• Proficient in Microsoft Excel and MS Office.
• Fluent in English; additional languages are a plus.

Responsibilities

• Manage end-to-end order-to-shipping process for a dedicated client portfolio.
• Process and monitor orders to maximise fulfilment and delivery.
• Respond to inquiries on products, stock, delivery dates and order status.
• Build relationships with Sales, Planning, Transport, Warehouse, Finance.
• Monitor issues affecting orders and ensure resolution or escalation.
• Handle claims and reverse logistics for the portfolio.
• Analyze order trends and delivery performance to identify improvements.
• Support KPI tracking and reporting to improve service levels.

Skills

Order management

Customer service

ERP SAP

Microsoft Excel

English fluency

Tools

SAP ERP

Microsoft Excel

Job description

Reports to: Customer Service Associate Manager

Bulgari is one of the most prestigious brands and global players on the luxury market. We design, produce, distribute and sell high-end jewels, watches, perfumes and accessories through a network of over 250 owned stores in the most exclusive shopping areas in the world and selected distributors and more than 10.000 exclusive perfumeries. Bulgari belongs to the LVMH Group (Louis Vuitton Moët Hennessy group), global leader in the luxury sector.

Quality and excellence are the basis of our culture that reflects the same commitment within the working environment to achieve an organisation aimed at the full satisfaction of the customer. Excellence for Bulgari means the perfect balance between top quality products and impeccable services worldwide.

We employ over 170 people in Dublin within our Worldwide Logistic and Supply Chain Centre, we are looking for a: B2B Customer Service Representative

What can you expect from your role?

• Manage the end-to-end order-to-shipping process for a dedicated client portfolio, ensuring service levels and KPIs are met.
• Process and monitor customer orders to maximise fulfilment and support a seamless delivery experience.
• Respond to customer and internal stakeholder inquiries relating to products, stock availability, delivery dates, order status, and shipping status.
• Build strong working relationships with customers and cross-functional teams including Sales, Planning, Transport, Warehouse, Compliance, and Finance.
• Act with a client-centric approach, balancing customer needs with operational requirements and business priorities.
• Monitor and manage issues affecting orders and deliveries, including pricing discrepancies, product availability, and miss-shipments, and ensure timely resolution or escalation where needed.
• Handle claims and reverse logistics for the assigned client portfolio.
• Analyse operational data, order trends, delivery performance, and claim patterns to identify root causes, recurring issues, and opportunities for improvement.
• Support KPI tracking and reporting, and contribute to actions that improve service levels, operational efficiency, and customer satisfaction.
• Take ownership of day-to-day portfolio management, anticipating risks, identifying priorities, and ensuring consistent follow-through.
• Contribute to continuous improvement initiatives, including process, system, and ways-of-working enhancements.
• Deliver a customer experience that reflects the quality and standards of Bulgari.

Requirements:

• Previous experience in Order Management, Customer Service, or Logistics, ideally in a B2B or Supply Chain environment.
• Strong customer service and communication skills.
• Strong client-centric mindset, with the ability to build effective relationships and deliver high-quality service.
• Ability to analyze operational data and translate insights into practical actions.
• Experience working with SAP or similar ERP systems.
• Good working knowledge of Microsoft Office, particularly Excel.
• Fluency in English. (Additional language, particularly Chinese would be an advantage).
• Strong attention to detail and commitment to accuracy.
• Ownership mindset, with the ability to proactively identify issues and follow through on solutions.
• Sound judgment and a practical, solution-oriented approach to problem-solving.
• Ability to manage priorities effectively in a fast-paced environment.
• Collaborative and flexible approach, with the ability to work effectively across teams and functions.
• Continuous improvement mindset and openness to learning new tools, systems, and processes.

What about us?

• Our motto is “People Make the Difference”, we support you with reaching your potential.
• Be Creative and Innovative: your ideas are welcome, and we encourage you to share them.
• Deliver Excellence: as a luxury brand, we strive to deliver the best experience in everything we do.
• Cultivate an Entrepreneurial Spirit: we offer a supportive environment to set you up for success.
• We embrace Diversity & Inclusion, and we commit to treating all people with utmost respect, dignity and understanding.
• We ensure Security, Health, Safety and Environmental procedures are always followed at all times with our certification ISO 45001.
• Our culture is focused on transparency, empowerment, continuous learning, and growth where our employees can demonstrate expertise and own projects.
• In Bulgari, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

We are proud to be an equal opportunity workplace dedicated to promoting diversity.