Customer Care Specialist

Job description

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers, and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water, and shipping. As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too. The Customer Care Specialist is responsible for managing the order-to-cash process for complex component, project, field service and service operations orders, from order acceptance through order fulfilment and customer invoicing. The role involves coordinating all activities required to ensure that orders are processed accurately, efficiently and in line with customer expectations. This includes ordering equipment, parts and technical expertise, monitoring order-related costs, coordinating warehousing and shipments, and ensuring that invoices are issued correctly and on time. The Customer Care Specialist acts as the main point of contact for customers throughout the order process, providing regular updates on order status, expected delivery dates and any potential delays or changes. The role also requires close cooperation with internal departments, suppliers, logistics providers and customers to resolve operational issues and ensure smooth order execution. The position includes managing the purchase, verification and preparation of suppliers’ shipping documents, as well as coordinating export and import activities. This covers the preparation and control of transport and customs documentation, logistics coordination and follow-up of customs clearance activities. The Customer Care Specialist is also responsible for maintaining accurate supplier database information, monitoring backlog and work-in-progress activities, and ensuring that open orders are regularly reviewed and updated. In addition, the role includes the administration and follow-up of customer and supplier claims, working with the relevant stakeholders to investigate issues, collect the necessary documentation and support their timely resolution. Requirements / skills Previous experience in customer care, order management, order administration or a similar operational role. Good understanding of order fulfilment, logistics and invoicing processes. Experience with import/export documentation and customs procedures is an advantage. Strong organisational and coordination skills, with the ability to manage several orders and priorities simultaneously. Good communication and customer-service skills. Ability to work effectively with customers, suppliers and internal stakeholders. Accuracy and attention to detail, particularly when handling documentation and data. Experience with ERP systems and Microsoft Office. Good command of written and spoken English. Knowledge of Italian and/or other languages is an advantage. Proactive, structured and solution-oriented approach.