Italy

Treviso

Commercial
Sales

E-COMMERCE BACK OFFICE SPECIALIST (M/F/X)

Job Responsibilities

Purpose:
As a “focal point” toward HQ Logistic, E-Commerce, Finance/Controlling the resource is aiming at securing the best possible Customer Experience (payment, shipment, after sales, …) while preserving high operational efficiency level.
Support the subsidiaries and countries specific markets and own performance analysis to identify gaps to fill.
The role will operate across Brands and geographies while having a predominant focus on EU operations.

Main Responsibilities:
- Work with E-commerce to secure the appropriate support level (coverage and SLA) to eComm customers along the different touch points (email, phones, live chats, …)
- Collaborate with E-commerce defining standard process to manage customer inquiries aiming to improve effectiveness
- The resource will be latest level of escalation at EU level in case of customer request and instances (supporting both call center and subsidiaries for EU markets)
- Be within the Consumer Care team the evangelist for the “voice of the customer” report referring to e-commerce topics and share outcomes to them on a regular basis.
- Collaborate with the Logistic Department to secure Project Management of the action plan agreed with the Logistic department
- Cooperate with the Finance Team (and Adyen provider) to secure meaningful market coverage of relevant payment methods while minimizing fraud exposure
- The resource will cooperate with Finance, Logistics and E-commerce as part of the Operations e-commerce excellence strategy
- Analysing effective Kpis related to Customer care, Logistics and Payments with the goal of improving results

Job Profile

- Degree in Languages or related fields
- Previous experience in similar roles (2-3 years)
- Fluent in English;
- SAP knowledge;
- Strong computing skills especially excel;
- Problem solving oriented;
- Positive, proactive and flexible attitude;
- Strong communication and relationship skills;
- Team-working oriented

Location: Treviso and Gorgo al Monticano