Customer Service Agent

IT16 Electrolux Appliances S.p.A.; Italia; On-site; EUR 26,000 - 32,000; Full time

Job summary

Electrolux Group, based in Assago, Italy, seeks an experienced Customer Service professional to support the end-to-end order-to-delivery process. You will work with cross-functional teams, focusing on data-driven improvements and automation, while ensuring top-tier service levels.

The role requires B2B customer service experience, fluency in Italian and English, and strong Excel/Power BI skills. Collaboration with Sales and other departments is essential in a fast-evolving environment.

Qualifications

• Must have B2B customer service experience; international exposure a plus.
• Fluent communication in Italian and English is required.
• Strong analytical and data interpretation ability is essential.

Responsibilities

• Daily check and monitor of order status in SAP
• Order release to delivery booking
• Manage customer returns/refusal and related Credit Notes
• Manage customer interactions to ensure optimized service level
• Escalate and feedback on stock, phase in/phase out, logistics issues
• Collaborate with sales to ensure efficient order flow and upsell when advised
• Analyze data to identify trends and opportunities for process improvements
• Support process digitisation with ongoing or planned tools

Skills

Fluent Italian

Fluent English

Analytical thinking

Team player

Customer focus

Cross-functional collaboration

Data analysis

Tools

SAP

Power BI

Excel

Job description

Job Description At Electrolux Group, our vision is to be the home appliance industry leader in consumer satisfaction by delivering outstanding lifetime experiences with solutions that always get better. We share ideas and collaborate so that together, we can develop solutions that deliver more enjoyable and sustainable living. Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together. Join us in our exciting quest to build the future home!

About the role:

As part of our Customer Service team in Italy, you will play a key role in supporting our customers and ensuring a seamless experience across the entire order-to-delivery process. You will collaborate closely not only with our clients but also with cross-functional teams including Supply Chain, Logistics, Product Lines, and Credit. You will work in a constantly evolving and increasingly automated environment, focused on enhancing the quality of service through qualitative analysis, process optimization, and system automation. Your contributions to continuous improvement will be highly valued, and you may also have the opportunity to collaborate with the wider Commercial Area (Italy, France, and Iberia). You will report to the Customer Service Manager Italy.

Location

The role is based in Assago.

What you'll do:

• Daily check and monitor of order status in SAP
• Order release to delivery booking
• Manage customer returns/refusal and related Credit Notes
• Manage customer interaction to ensure optimized service level
• Escalate and feedback on various issues (stock out, phase in, phase out, logistic, etc.)
• Cooperate with sales team to ensure efficient order flow and work on potential upselling initiatives (if agreed with Sales Manager)
• Analysing data to identify trends and opportunities for process improvement
• Support process digitisation through advanced technology tools under development or in place

Who you are:

• Relevant experience in B2B Customer Service (some project-related experience at international level would be considered as a great asset)
• Fluent in Italian and English
• Strong digital and analytical skills.
• Advanced knowledge of Excel as a must have, proficiency with Business Intelligence tools (e.g. Power BI) and SAP is a strong plus
• Enthusiastic team player, collaborative with the teammates
• Customer-focused mindset, excellent communication skills and ability to work in cross-functional teams
• Problem solving attitude, able to quickly take right decisions
• Proactive approach, willing to contribute to continuous improvement

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you. At Electrolux Group, we believe in fairness and inclusion. Salary is defined in a transparent way, considering experience, skills, and performance. The annual gross base salary starts from €29,100.00, depending on qualifications and experience. The role is covered by the Italian Metalworkers' National Collective Labour Agreement (CCNL Metalmeccanici). #LI-AM1

Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 120 markets every year. In 2023 Electrolux Group had sales of SEK 134 billion and employed 45,000 people around the world. For more information go to www.electroluxgroup.com.