Customer Service Manager - Italy Wholesale

K WAY Information Corporation; Piemonte; On-site; EUR 37,000 - 40,000; Full time

Job summary

K-Way is seeking a Customer Service Manager for Italy Wholesale to lead the team and ensure proactive service across order management, shipments and customer requests.

Reporting to the Italy Wholesale Commercial Director, the role blends leadership with hands-on operational ownership to improve processes and deliver results in the wholesale channel.

Qualifications

• Proven experience in B2B Customer Service, ideally within fashion, apparel, retail or consumer goods.
• Previous experience leading or coordinating a team.
• Solid knowledge of Wholesale processes, order management and delivery flows.
• Strong cross-functional collaboration and stakeholder management skills.
• Excellent organizational, analytical and problem-solving abilities.
• Proactive, autonomous and results-oriented approach.
• Good knowledge of Excel and ERP/business management systems.
• AS400 experience is a plus.
• Italian and English proficiency.

Responsibilities

• Lead, organize and develop the Customer Service team, ensuring clear priorities and accountability.
• Oversee Wholesale order management, from order entry and confirmation through fulfilment.
• Monitor shipments and deliveries, proactively addressing delays and operational issues.
• Coordinate with Sales, Operations, Logistics and Credit Collection to resolve customer and administrative issues.
• Manage complex customer and agent requests, including returns, claims and order-related issues.
• Monitor operational data and identify opportunities to improve processes and efficiency.
• Provide clear reporting and visibility on key issues and actions to the Commercial Director.

Skills

B2B Customer Service

Team leadership

Wholesale processes

Order management

ERP

Excel

AS400 experience

Tools

ERP/Business management systems

Job description

BasicNet is the first marketplace in the clothing industry that owns several well-known brands in the apparel, footwear, and accessories market, including Kappa®, Robe di Kappa®, Jesus® Jeans, Superga®, K-Way®, Sebago®, Briko®, Woolrich® and Sundek®. Headquartered in Turin, Italy, the company operates on intangible aspects through a global network of licensees who produce and distribute its products, and offers various services to its network, such as research, development, global marketing, and information technology.

More at www.basic.net

K-Way

K-Way is a well-known brand for adventure seekers and outdoor enthusiasts. Born in the heart of Paris in 1965, the brand revolutionized the rainwear market by introducing the world's first lightweight and waterproof jacket that could be conveniently folded into a small pouch.

More at www.k-way.com

Who we are looking for

We are looking for a Customer Service Manager – Italy Wholesale to lead our Customer Service team and ensure an efficient, proactive and solution-oriented service for our Wholesale business.

Reporting to the Italy Wholesale Commercial Director, the role combines team leadership with hands-on operational responsibility across order management, shipments, deliveries, customer requests and issue resolution.

• Proven experience in B2B Customer Service, ideally within fashion, apparel, retail or consumer goods.
• Previous experience leading or coordinating a team.
• Solid knowledge of Wholesale processes, order management and delivery flows.
• Strong cross-functional collaboration and stakeholder management skills.
• Excellent organizational, analytical and problem-solving abilities.
• Proactive, autonomous and results-oriented approach.
• Good knowledge of Excel and ERP/business management systems.
• AS400 experience is a plus.
• Italian and English proficiency.

If you are an experienced Customer Service professional looking for a role combining team leadership, operational ownership and continuous improvement, we would love to hear from you.

Key responsabilities

• Lead, organize and develop the Customer Service team, ensuring clear priorities and accountability.
• Oversee Wholesale order management, from order entry and confirmation through fulfilment.
• Monitor shipments and deliveries, proactively addressing delays and operational issues.
• Coordinate with Sales, Operations, Logistics and Credit Collection to resolve customer and administrative issues.
• Manage complex customer and agent requests, including returns, claims and order-related issues.
• Monitor operational data and identify opportunities to improve processes and efficiency.
• Provide clear reporting and visibility on key issues and actions to the Commercial Director.

Why Join Us

K-Way is committed to creating a supportive and motivating work environment, promoting collaboration and open dialogue, welcoming every voice and idea. In addition, K-Way offers opportunities for professional and personal development, providing the resources and tools necessary for growth and success.

Offer conditions

• Permanent Employment Contract
• Working hours: Full-time
• Level II° under the Collective Bargaining Agreement for Employees of Companies in the Tertiary, Distribution and Services Sectors – Confcommercio (CCNL)
• Salary Package: from approximately € 37.000 up to a maximum of € 40.000, depending on the overall assessment of the candidate's profile and the position