B2B Customer Service Representative - Italian Fluency Required

BVLGARI; Dublin; Sur place; EUR 35 000 - 50 000; Plein temps

Résumé du poste

Bulgari is seeking a Customer Service / Order Management Representative for the Italian B2B market in Dublin. You will manage orders through SAP, communicate efficiently with customers and internal teams, and drive digital modernization, AI-enabled processes and continuous improvement across the organization.

The role requires fluent English and Italian, strong customer service skills, and experience with ERP/CRM tools. Excellent collaboration across Sales, Logistics and Finance is essential.

Qualifications

• Previous experience in Customer Service, preferably in B2B, Supply Chain or Logistics.
• Strong customer service and communication skills.
• Experience with ERP/CRM systems; SAP and Salesforce are advantageous.
• Proficient with Microsoft Excel and MS Office.
• Ability to work in a fast-paced, evolving environment.

Responsabilités

• Manage day-to-day Customer Service activities for assigned markets and channels, including order processing through SAP.
• Provide customers and internal stakeholders with timely information on orders, deliveries and product availability.
• Own customer requests through to resolution, ensuring accuracy and follow-up.
• Collaborate with Sales, Supply Chain, Logistics and Finance to resolve complex issues.

Connaissances

Fluent English

Fluent Italian

Customer service

Outils

SAP

Salesforce

Excel

Description du poste

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. More information here.

Quality and excellence are the basis of our culture that reflect the same commitment within the working environment to achieve an organization 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:Customer Service / Order Management Representative - B2B Italian Market

Role Purpose

The Customer Service Representative plays a key role in delivering excellent B2B customer experience, providing high-quality operational support to our customers, markets and internal stakeholders.

Alongside the core responsibilities of Customer Service, the role will actively contribute to the continued evolution of the Customer Service organization. As our ways of working become increasingly digital and supported by AI and automation, Customer Service Representatives will be expected to embrace new technologies, develop their capabilities and contribute ideas that improve efficiency, quality and overall customer experience.

The role requires a strong customer mindset, operational excellence, curiosity, adaptability and a willingness to continuously learn and evolve.

1. Customer Service & Operational Excellence

• Manage day-to-day Customer Service activities for assigned markets, customers and/or channels, including accurate order processing through SAP and associated systems.
• Provide customers and internal stakeholders with timely, accurate information on orders, deliveries, product availability and operational queries.
• Take ownership of customer requests and issues through to resolution, maintaining high standards of communication, accuracy and follow-up.
• Build strong knowledge of assigned markets and collaborate with Sales, Supply Chain, Logistics, Finance and other teams, escalating complex issues appropriately.

2. Digitalization, AI & Future Ways of Working

• Demonstrate an active interest in AI, automation and digitalization, and embrace new tools introduced within the Customer Service organization.
• Participate in the testing, feedback and adoption of new systems, AI solutions and automated processes.
• Identify repetitive activities, inefficiencies and customer pain points that could benefit from simplification, digitalization or automation.
• Continuously develop digital skills and adapt as Customer Service evolves towards greater exception management, problem solving and higher-value support.
• Identify and contribute ideas to improve processes, workflows, efficiency and customer experience.
• Participate in continuous improvement initiatives and support the implementation of new processes and ways of working.
• Use operational knowledge and available data to identify recurring issues, share learnings and support better ways of working.

4. Customer & Business Partnership

• Build strong, professional relationships with customers and internal business partners, understanding how Customer Service impacts the wider business.
• Communicate proactively and professionally, particularly when managing delays, exceptions or complex customer situations.
• Use sound judgement to balance customer and business priorities, resolving issues independently where appropriate and escalating when required.
• Take responsibility for developing knowledge of systems, processes, products, markets and channels, including participation in training and cross-training.
• Support colleagues and wider team priorities during periods of increased workload or changing business needs.
• Be receptive to feedback, share knowledge and remain adaptable as responsibilities and ways of working evolve.

Minimum Qualifications & Experience

• Previous experience within Customer Service, preferably within B2B, Supply Chain, Logistics environment.
• Strong customer service and communication skills.
• Fluent in both English and Italian is required, additional languages a plus
• Experience working with ERP and/or CRM systems; SAP and Salesforce experience is an advantage.
• Good working knowledge of Microsoft Office, particularly Excel.
• Comfortable working within a fast-paced and continuously evolving environment.
• Demonstrated interest in technology, digitalization, AI or automation is an advantage.
• Strong attention to detail and commitment to accuracy.

To Be Successful You Are Someone Who Is

• Customer focused - committed to delivering an excellent and consistent customer experience.
• Accountable & proactive - takes ownership, follows through on commitments and identifies issues or opportunities early.
• Curious & digitally minded - interested in how things can work better and comfortable learning new technologies, including AI and automation.
• Adaptable & resilient - remains positive and flexible as priorities, processes, systems and responsibilities change.
• Solutions oriented - approaches problems constructively, uses sound judgement and considers practical solutions.
• Collaborative - works effectively across teams, markets and functions and contributes positively to the wider team.
• Open to learning - continuously develops skills and knowledge and is motivated to evolve alongside the Customer Service organization.