Overview
PURPOSE :
The Customer Care Specialist is responsible for managing front office activities related to the role (inbound & outbound telephone contact with agencies and clients), constantly interfacing with all internal business functions involved (sales, logistics, demand planning) and external agencies / clients.
Responsibilities

Support the customer by email, B2B digital platform and by phone;
Manage orders in entrance (verification, unblocking, modifications etc.);
Monitor the availability produced in coordination with other company functions (for example Demand Planning);
Verify the state of the forwarding in coordination with the functions Logistic and Warehouse, aimed to improve the satisfaction of the client;
Manage the requests of agents / clients (availability product, technical information of first level etc.);
Interface with different company functions in order to the resolution of the problems / criticality of the Client (Claim Office, Technical Department);
Gestione dell’order entry tramite gestionale sap;
Keep informed concerning Ideal Standard warranty process and products;
Implement actions to improve KPIs and keep track of them by using the right tools;
Provide accurate, valid, and complete service to the customers;
Identify and assess customers' needs to achieve satisfaction;
Build sustainable relationships of trust through open and interactive communication both internally and externally;
Manage all back office activities related to the role.

Requirements

Mandatory Spanish language at proficiency level / bilingual (level C1 / C2)
Proven customer care experience;
Good Knowledge of SAP and Office365;
Sensitivity to client service;
Excellent communication and problem-solving skills;

Soft Skills

Ability to work in a fast-paced environment;
Strong interpersonal skills, building effective relationships internally and externally;
Organized and methodical;
Ability to multitask, prioritize and manage time effectively;
Negotiation and persuasion skills;
Flexibility.

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