Customer Service Specialist

adapa Group; Forlì; On-site; EUR 27,000 - 33,000; Full time

Job summary

adapa Group is seeking a Customer Service Specialist to manage a dedicated customer portfolio and ensure excellent service throughout the order-to-delivery process. The role is based in Forlì and involves coordinating with multiple internal departments in an international setting.

You will handle inquiries, prepare quotations, and support the Sales team while maintaining accurate orders and documentation. English proficiency and strong organizational skills are essential.

Qualifications

• Experience in Customer Service, Order Management, Sales Administration or Commercial Back Office.
• Experience with ERP and CRM systems; knowledge of Microsoft Dynamics 365 is an advantage.
• Good command of English, both written and spoken; additional languages are an advantage.
• Excellent organisational skills, accuracy and attention to detail.

Responsibilities

• Manage the end-to-end customer order cycle, from order entry in the ERP system through delivery.
• Monitor and update customer orders, issue order confirmations and coordinate with the relevant internal departments.
• Provide customers with timely and accurate information regarding products, availability, delivery lead times and commercial conditions.
• Handle customer enquiries by email and telephone, ensuring a high level of service within an international environment.
• Prepare quotations, verify sales conditions and provide operational support to the Sales team in line with company procedures.
• Register, monitor and follow up on customer complaints and operational issues.
• Coordinate with Sales, Quality, Production, Logistics and other relevant departments to ensure the timely resolution of customer issues.
• Manage commercial and order-related documentation, ensuring that customer and order information is accurately maintained in the company systems.
• Proactively identify potential order issues and contribute to finding effective solutions.
• Support continuous improvement initiatives related to Customer Service and order management processes.

Skills

Customer service

Order management

ERP systems

Microsoft Excel

MS Office

English proficiency

Communication

Attention to detail

Prioritization

Team collaboration

Education

High school diploma or degree in Economics, Business, Languages or related field

Tools

Microsoft Dynamics 365

CRM systems

ERP systems

Microsoft Excel

Job description

At adapa, we are shaping the future of sustainable packaging across Europe. We are an international, diverse and fast-moving organisation, combining strong industrial expertise with an ambitious transformation journey.

Reporting to the Group Customer Service Manager, the Customer Service Specialist will manage a dedicated customer portfolio, ensuring excellent service and efficient order management throughout the entire order-to-delivery process.

Key Responsibilities

• Manage the end-to-end customer order cycle, from order entry in the ERP system through delivery.
• Monitor and update customer orders, issue order confirmations and coordinate with the relevant internal departments.
• Provide customers with timely and accurate information regarding products, availability, delivery lead times and commercial conditions.
• Handle customer enquiries by email and telephone, ensuring a high level of service within an international environment.
• Prepare quotations, verify sales conditions and provide operational support to the Sales team in line with company procedures.
• Register, monitor and follow up on customer complaints and operational issues.
• Coordinate with Sales, Quality, Production, Logistics and other relevant departments to ensure the timely resolution of customer issues.
• Manage commercial and order-related documentation, ensuring that customer and order information is accurately maintained in the company systems.
• Proactively identify potential order issues and contribute to finding effective solutions.
• Support continuous improvement initiatives related to Customer Service and order management processes.

Who we're looking for...

• High school diploma or degree in Economics, Business, Languages or a related field.
• Previous experience in Customer Service, Order Management, Sales Administration or Commercial Back Office.
• Good understanding of order management and customer service processes.
• Experience with ERP and CRM systems. Knowledge of Microsoft Dynamics 365 is an advantage.
• Good command of Microsoft Office, particularly Excel.
• Good command of English, both written and spoken. Additional languages are an advantage.
• Strong customer orientation and effective communication skills.
• Excellent organisational skills, accuracy and attention to detail.
• Proactive approach, problem-solving mindset and ability to manage priorities effectively.
• Collaborative, flexible and comfortable working with different departments in a fast-paced and international environment.

Location: Forli

Salary range: €30.000 gross per year