Customer Service Specialist (Italy)
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Europe | Italy | LE_0147‑Grohe S.p.A | Employee Assignment | Hybrid | Full Time | 22 Dec 2025
Grohe is seeking a proactive and empathetic Customer Service Specialist to join our dynamic team in Milan. This full‑time hybrid role offers the opportunity to work closely with internal and external stakeholders, ensuring a seamless customer experience from order intake to fulfilment.
About The Role
Reporting to the Leader of Customer Service Italy, you will be responsible for managing daily operations related to customer orders, returns, and complaints. You’ll act as a key liaison between customers, agents, and the sales team, contributing to the smooth flow of operations and enhancing customer satisfaction.
Key Responsibilities
- Manage the full lifecycle of customer orders: intake, entry, tracking, and fulfilment
- Monitor shipments and proactively resolve delivery or product availability issues
- Handle commercial returns and complaints professionally and efficiently
- Support internal and external sales teams (OTC/Showroom Channel) with product availability, delivery verification, and problem resolution
- Generate and process periodic reports and statistics
- Coordinate with Operations and Logistics to ensure timely deliveries
- Maintain accurate customer records and verify commercial conditions
What We’re Looking For
- Bachelor’s degree
- 2–3 years of experience in order management or customer service
- Proficiency in SAP and Excel; familiarity with CSD tools is a plus
- Fluent in Italian and English
- Strong interpersonal skills with a resilient and solution‑oriented mindset
- Ability to take ownership, manage difficult conversations, and build lasting relationships
Ideal Traits
- Empathy and a genuine interest in customer satisfaction
- Positive attitude and ability to remain composed under pressure
- Commitment to continuous improvement and collaboration
Work Environment
- Hybrid model: 3 days in‑office, 2 days remote (initial 3 months fully in‑office)
- Team of 6: collaborative and supportive, with a culture of growth and development
1–5% referral bonus
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Seniority level: Entry level | Employment type: Full-time | Job function: Other | Industries: Manufacturing