Customer Service Agent

About the role

At the Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living. Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together. Join us in our exciting quest to build the future home!

Location

The role is based in Assago.

What you’ll do

• Daily check and monitor of order status in SAP
• Order release to delivery booking
• Manage customer returns/refusal and related Credit Notes
• Manage customer interaction to ensure optimized service level
• Escalate and feedback on various issues (stock out, phase in, phase out, logistic, etc.)
• Cooperate with sales team to ensure efficient order flow and work on potential upselling initiatives (if agreed with Sales Manager)
• Analyzing data to identify trends and opportunities for process improvement
• Support process digitisation through advanced technology tools under development or in place

Who you are

• Relevant experience in B2B Customer Service (some project-related experience at international level would be considered as a great asset)
• Fluent in Italian and English
• Strong digital and analytical skills. Advanced knowledge of Excel as a must have, proficiency with Business Intelligence tools (e.g. Power BI) and SAP is a strong plus
• Enthusiastic team player, collaborative with the teammates
• Customer-focused mindset, excellent communication skills and ability to work in cross-functional teams
• Problem solving attitude, able to quickly take right decisions
• Proactive approach, willing to contribute to continuous improvement