Customer Service Specialist (Italy)

Grohe S.p.A – Milan, Italy – Position: Customer Service Specialist (Employee Assignment). Hybrid – Full Time. Posted 22 December 2025.

About The Role

Reporting to the Leader of Customer Service Italy, you will manage daily operations related to customer orders, returns, and complaints, acting as a key liaison between customers, agents, and the sales team to enhance customer satisfaction.

Key Responsibilities

• Manage the full lifecycle of customer orders: intake, entry, tracking, and fulfillment
• 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