Customer Service Advisor Italy

We are seeking a proactive, positive, and resilient individual with proven active listening skills and a natural ability to manage relationships and communications with both external clients and internal stakeholders.

The ideal candidate is solution-oriented, able to work independently, and committed to delivering outstanding service throughout every stage of the process.

This role is 100% on-site at our Italian HQ in Milan.

What You'll Be Doing:

• Process all types of local orders, order confirmations, returns and credits accurately to deliver goods within agreed timescales.
• Manage communications and relationships with external customers and internal ensuring quality and responsiveness. Proactive communication via phone and email in a helpful and professional manner is required.
• Demonstrate role model behaviours.
• Capture and Analysis of feedback and complaints, other analyses as required.
• Support vigilance processes
• Provide management information.
• Update and maintain customer contract pricing in ERP.
• Work proactively as part of the Customer Service team, helping the team achieve its goals and develop. This includes supporting your colleagues and providing cover for any tasks and responsibilities as needed.
• Support cross training of other team members.
• Order stocks to replenish the local warehouse in Milan, to maintain safety stock levels
• Coordinate the pick, pack and ship of customer orders seamlessly and promptly within agreed time frames
• Organise and keep all storage areas safe, secure, clean and tidy
• Oversee import of goods, cooperate with import agency
• Prepare all in and out stock documentation as well as stock checks
• Schedule and monitor delivery/courier services
• Order packaging materials
• Cooperate with waste-management company
• Ensure continuous improvement to processes and systems
• Ensure all health and safety and quality procedures are always followed
• Invoicing / correcting / credit notes issuing
• Reconcile the sales ledger balance sheet
• Maintain an appropriate level of knowledge regarding Rayner products, increase knowledge, participate in training and product testing.

What Experience & Skills You Will Need:

Competencies:

• Proactive customer focus approach
• Strong interpersonal skills and relationship builder – Sales teams, Finance, Marketing, Supply Chain, Quality
• Excellent written and verbal communication skills are essential.
• Strong organisational skills
• Flexible ‘can-do’ attitude needed to thrive in a rapidly growing and changing company.
• Good problems solving skills with logical approach.
• Able to present information clearly and concisely.
• Able to work to performance target.

Qualifications/Essential Training/Experience 

• Customer service, invoicing and/or credit control experience required.
• Experience in warehouse handling / goods packaging.
• Able to work on own initiative, self-starter and as part of a team.
• Ability to work to tight deadlines with accuracy and detail.
• Intermediate Excel skills.
• Able to communicate verbally and in writing in Italian.
• Commercial support attitude.
• Experience dealing with imported goods.
• Proven track record in a customer service role in medical devices.
• Graduate with an ambition to build a career in an innovative medical device company.
• Knowledge of ERP system.
• Knowledge of Data protection, Cyber security, and anti-money laundering policies.