Who are we looking for?
ECCO works targeted and focused to become the World’s leading brand within the footwear industry and aims to give our customers the best customer service.
The Customer Service Representative (CSR) is part of the South Team based in Milan and reports to the General Manager.
The overall responsibility and focus for this role is to ensure that high service levels are maintained with customers at all times. The CSR ensure that customers are kept updated on all relevant information affecting them, such as deliveries, product information, cancellation orders and all other relevant information as and when required. The CSR is responsible for maintaining regular, pro-active contact with the customer.
The CSR has regular contact with all departments within ECCO to ensure the correct information is communicated to the customer on the same day, as pro-active selling is a large part of the role in order to reach repeat targets at the end of every season.
The CSR will conduct the majority of responsibilities during main season (Spring Summer/Autumn Winter).
The key objectives of the Customer Service Representative are:
• To ensure customers are up to date on all relevant information related to deliveries.
• To ensure the sales responsible receives all relevant information in a timely manner.
• To maintain daily contact with Logistics, Sales Responsible, Team Leader, Finance and Master Data functions.
• To ensure the customers receive orders on time, in full or are informed on late deliveries as a minimum.
Tasks and day to day business
The key responsibilities of the CSR are:
Customer Service Account Management
To maintain close contact with the region responsible sales rep-agents on a daily basis.
To work closely with the sales team to ensure that a strong working relationship and good communication are maintained at all times.
To provide support to B2B customers and maintain strong communication and working relationship.
To resolve product or delivery problems by clarifying the customer’s complaint, determining the cause of the problem,
selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Order intake management & Order Follow up
Main order handling:
To ensure that the orders are in the system on time, in full and that a clean order book is maintained at the end of every season.
Repeat order entry:
To place main and repeat orders on the system.
Support to reach the respective repeat order target per season. Answering product questions and suggesting information about other products.
To release orders from the warehouse.
To ensure, on a weekly basis that deliveries are made to the customers on time and in full and to suggest alternatives if applicable.
Email / phone call / Information request handling
To handle customer & consumers telephone calls and emails in a timely, efficient and effective manner
To send copies of invoices, delivery notes or order confirmations if required to the customers.
Pickup / Return handling
Maintaining financial accounts by processing invoice adjustments and credit notes
Teamwork / Interdisciplinary
(To provide support to other departments if required, e.g. translations)
Training and coaching of (new) employees
Act as ‘trainings buddy’ for new employees.
Reporting / Dashboard
Provide daily update on numbers concerning area of responsibility.
Admin quality Claim handling.
Participation in interdisciplinary projects (e.g. supply chain, sales actions, etc.).
At least MBO/Associates degree or equivalent working experience
Minimum of 5 years of working experience within a customer service role (preferably in an international retail organization)
Experience with SAP
Experience with Microsoft Excel
English both written and spoken fluently.
Spanish, French or Portuguese spoken and written are a plus
Strong communication skills
Capable of working under pressure in a fast-paced industry
You are based in Italy and willing to travel on occasion within the South region
Possession of Italian/European working entitlements is required.
Are you ready to join us?
We offer a Customer Service Representative role in which you are at the heart of our changing organization. You are an important part of pushing our internal organization to the next step.
ECCO is a leading shoe company that is known all around the globe. With 350+ stores across Europe and international support functions, we offer you a dynamic work environment. we offer a competitive salary, two free pairs of ECCO shoes per year and a 50% discount on 10 ECCO products.
CREATE THE FOOTPRINTS OF TOMORROW
At ECCO, you become part of a meaningful, developing and multicultural workplace. You join a global family of more than 25,000 people who are proud to create the footprints of tomorrow.
Headquartered in Denmark, we are a family-owned company that offers international opportunities. Our offices and facilities have an informal culture and relaxed dress code – our shoe code is slightly stricter.
Join us and we guarantee lifelong learning – the speed of progress is up to you. So, if you’re curious, passionate and ready to make an impact, you’ll fit right in.