Senior Customer Service Lead & Order Management Coordinator

adapa Group; Forlì; In loco; EUR 35.000 - 40.000; Tempo pieno

Descrizione del lavoro

adapa Group in Forlì, Italy, is seeking a Customer Service Team Coordinator to manage a dedicated customer portfolio and coordinate the team's daily operations, ensuring exceptional service and smooth order flow.

You will oversee end-to-end order cycles, verify information, provide updates on status and delivery, handle inquiries and escalations, and collaborate with Sales, Finance, Production Planning, Operations and Logistics.

Competenze

• 3 to 5 years of experience in Customer Service, Order Management or Sales Administration.
• Strong knowledge of end-to-end order management processes.
• Experience in coordination is an advantage.
• Experience in manufacturing, industrial or international organisations is preferred.
• Good command of Microsoft Office, particularly Excel and PowerPoint.
• English level B2 or above; additional languages are an advantage.
• Strong customer orientation, organisational skills and attention to detail.
• Proactive, collaborative and able to manage priorities effectively in a fast-paced environment.

Mansioni

• Manage the end-to-end customer order cycle, from order entry in the ERP system through delivery.
• Verify commercial, administrative and logistics information and handle order amendments or exceptions.
• Provide customers with timely updates on order status, product availability and delivery lead times.
• Manage enquiries, complaints and escalations, coordinating with the relevant departments.
• Collaborate with Sales, Finance, Production Planning, Operations and Logistics.
• Coordinate daily team activities, workloads, priorities and service coverage.
• Support team members with complex issues, urgent requests and operational escalations.
• Monitor Customer Service KPIs, deadlines and service levels.
• Identify improvement opportunities and contribute to cross-functional optimisation projects.
• Support onboarding, coaching and operational training within the team.

Conoscenze

Customer Service

Order management

Coordination

English (B2)

Attention to detail

Proactive & collaborative

Formazione

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

Strumenti

ERP systems

Descrizione del lavoro

adapa Group in Forlì, Italy, is seeking a Customer Service Team Coordinator to manage a dedicated customer portfolio and coordinate the team's daily operations, ensuring exceptional service and smooth order flow.

You will oversee end-to-end order cycles, verify information, provide updates on status and delivery, handle inquiries and escalations, and collaborate with Sales, Finance, Production Planning, Operations and Logistics.