Customer Facing & Order Management Representative

Description du poste:

About the Role
Be the voice of the customer. Drive exceptional experience.
Are you passionate about delivering outstanding customer experiences and solving problems with speed and precision? We're looking for a Customer Facing & Order Management Representative to be the key point of contact for our customers and a trusted partner for Sales & Marketing teams. You will report to the Customer Facing & Order Management Team Leader. You will join Essity's Professional Hygiene division, a global leader in sustainable hygiene solutions through the Tork brand, supporting businesses and institutions in improving hygiene standards, efficiency, and sustainability across a wide range of industries. Hybrid working model

What You Will Do
* Act as the primary point of contact for customers, managing queries, requests, and issues with a strong focus on first contact resolution
* Build and maintain strong customer relationships, delivering an excellent and tailored customer experience based on customer needs and segmentation
* Leverage a 360° view of customer interactions to proactively anticipate needs and ensure fast and effective query resolution
* Work closely with Sales representatives to jointly manage customer requests and provide full visibility on ongoing interactions
* Collaborate with service specialists for complex cases requiring deeper expertise or investigation
* Proactively manage exception-based activities to enhance customer experience, using tools such as the C4 platform
* Ensure smooth execution of the end-to-end SMM (Sales & Marketing Management) / order-to-billing process
* Leverage the service specialist network to resolve issues not closed at first contact and continuously improve service quality

Who You Are
* Minimum experience in customer service, order management or similar roles
* Experience handling customer inquiries, complaints and requests effectively
* Familiarity with Customer Relationship Management (CRM) systems
* Strong customer focus, with the ability to manage orders efficiently, ensuring accuracy and adherence to procedures
* Excellent communication and team collaboration skills
* Strong time management, adaptability and ability to manage multiple priorities in a fast-paced environment
* Problem-solving attitude with a proactive, solution-oriented mindset
* Ability to handle conflict resolution and contribute to continuous improvement initiatives
* Fluent in English and Italian

What We Can Offer You
Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere. Innovate for Good | Excel Together | Be You with Us

The position is based in Legnano (MI). Please note that the office location is more easily accessible by car; therefore, having your own means of transportation is recommended.

Application End Date:

28 mag 2026

Job Requisition ID:
Essity261828