Senior Customer Service Specialist & Team 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

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 Team Coordinator will manage a dedicated customer portfolio while coordinating the team’s daily operational activities, ensuring excellent service and efficient order management.

Key Responsibilities

• 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.

Who we’re looking for...

• High school diploma or degree in Economics, Business, Languages or a related field.
• 3 to 5 years of experience in Customer Service, Order Management or Sales Administration.
• Solid knowledge of end-to-end order management processes and ERP systems.
• Previous coordination experience 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.

On-site

salary range: 35.000 - 40.000

Join us and contribute to delivering service excellence within an international and evolving organisation.