Customer Service Representative

Momentive; Lombardia; On-site; EUR 32,000 - 45,000; Full time

Job summary

Momentive is seeking a Customer Service Representative in Milano, Italy, to be the primary contact for external customers and partners. You will support Order-to-Cash processes, collaborate with SIOP, Logistics, and Quality, and help drive profitability with proactive service and accurate order management on-site five days a week.

The ideal candidate has a bachelor’s degree and at least two years in customer service, fluency in English, and strong SAP SD experience to manage complex

Qualifications

• Bachelor’s degree or equivalent professional experience.
• At least two years of experience in a Customer Service role.
• Experience with SAP SD (Sales and Distribution).
• Fluent in English.
• Experience in complex international environments.

Responsibilities

• Process Order-to-Cash activities across multiple business units and regions.
• Inform clients proactively about order status and actions.
• Serve as front-line contact for product, service, and supply chain inquiries.
• Analyze data from SAP reports to identify issues and actions.
• Coordinate between Sales, Demand Planning, logistics, and quality.
• Handle customer non-conformance/claims with feedback.
• Build trust through proactive communication.
• Cross-train and back up other team members as needed.
• Participate in internal and external order management audits.

Skills

Customer-focused mindset

Multitasking

Communication skills

Organisational skills

Stress management

Attention to detail

Business acumen

Problem solving

Education

Bachelor’s degree or equivalent

Tools

SAP SD

Job description

Customer Service Representative

In this role, you will be the primary contact for customer support-related activities. You will provide best-in-class customer service for external customers and business partners (distribution) by leveraging in‑depth business knowledge, product knowledge, and the Order-to‑Cash process. You will closely collaborate with various departments such as SIOP, Logistics, and Quality. You will function as an extension of the Commercial business and play a key role as a profitability driver by offering proactive support to sales and customers, ensuring the execution and exceeding of customer expectations and satisfaction. This role requires on‑site presence five days per week, Monday through Friday.

Responsibilities

• Order‑to‑Cash – 3 BU’s, business segments designated, regional scope (Europe). Efficiently process Order‑to‑Cash activities from contract management to order management through order confirmation; ad‑hoc invoicing till delivery at customer site – all order types & customers (EDI; Export…)
• Keep clients informed proactively about order status and take appropriate actions to maximize Momentive’s ability to serve.
• Act as the front‑line business role (aside from commercials) for all inquiries related to products, service and supply chain to ensure full satisfaction of customers on products, services and features.
• Analyze data from SAP reports to identify open issues and take action.
• Act as the interface communication flow between Sales, Demand planners, logistics services and all other support departments – product stewardship, trade compliance, quality.
• Receive, enter, and handle customer non‑conformance/claims ensuring proper feedback is provided.
• Build sustainable relationship of trust through open and pro‑active communication.
• Cross‑train and provide backup for other customer service team associates as required.
• Participate in both internal and external order management audits.

Required Qualifications

• Bachelor’s degree or equivalent professional experience, with at least two (2) years of experience in a Customer Service role.
• Customer‑focused mindset with the ability to develop business relationships with internal / external customers and suppliers.
• Proven experience with SAP SD (Sales and Distribution module).
• Fluent English is required.
• Customer relations experience in complex international and ever‑changing environments.
• Ability to handle multiple requests and demands on time, prioritise workload depending on needs of customer and business for on‑time completion of each request.
• Display strong business acumen enabling you to take initiative and ownership of difficult customer situations.
• Inspires top performance in others by example of work ethic and job performance with proven ability to successfully coach others.
• Keen sense of customer relations illustrated by effective communication (verbal and written) and interpersonal skills.
• Attentive to details.
• Ability to maintain composure under stress, a sense of urgency when performing tasks, and excellent organisational skills.

Preferred Qualifications

• Experience in the chemical industry ideal.
• Handling of Order Management process in an international work environment.
• University Master degree is an asset.
• Proficiency in a third language, with strong written and verbal communication skills, in addition to fluent English and Italian.

What We Offer

At Momentive, we value your well‑being and offer competitive total rewards and development programmes. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem‑solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future.

Equal Opportunity Employer

Momentive is proud to be an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law. To be considered for this position, candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre‑employment conditions, as applicable, and subject to applicable laws and regulations.