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

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