Customer Service Specialist

About Franke

Franke is a world leading provider of products and solutions for residential kitchens, professional foodservice and coffee preparation established in 40 countries. At Franke, we want to make everything we do wonderful - from what we manufacture and design, to the way we deal with our partners, customers and each other.

This role is based in Fabriano (AN), Italy and reports to the Head of European Faber Brand Export Distribution.

Main Activities and Responsibilities

In your role as a Customer Care Specialist, you will be responsible for the following main activities:

• Responsible for order entry/evasion;
• Follow all phases of shipments and deliveries, managing the documentary part of transportation, customs procedures;
• Create the customer and consignee code based on the indications received from the Area Manager for the relevant commercial conditions and in collaboration with the Finance department;
• Maintain contacts with shippers and book vehicles for certain destinations;
• Responsible for the invoices issue following the exit of goods from the plant, ensuring that the Finance office correctly records invoices and credit notes received from customers for annual contributions/Sales Deductions and that the data and materials received from customers to record such contributions are correct;
• Manage documentary credits and issues related to the same together with the administrative area and banks;
• Send, as directed by the responsible AM, updates on new products/codes and changes to customers, informing them of any notices regarding the company (e.g., closed periods);
• Respond to disputes, handles returns and highlighting of non-payments;
• Solicit any orders to customers, in cooperation with the AM;
• Implement ad hoc projects in the commercial area agreed upon with the AM and organize customer visits to Faber headquarters;
• Collaborate with Turkish sales colleagues (FFT) for productions and shipments from Turkey (if applicable, based on customer/area of responsibility);
• Valuate and monitor customer forecasts within own area of responsibility in collaboration with the AM, both for budgeting purposes and for production and/or purchasing planning.

Requirements and Competencies

• Degree in Languages or Economics or equivalent education;
• 2 – 3 years of experience within Customer Service in international manufacturing companies;
• Fluent English and Italian (spoken & written). Other languages are a plus;
• Knowledge of SAP management software or other sales management systems;
• Excellent interpersonal, problem solving and analytical skills to drive focused actions to reach Business Goals;
• Optimal communication skills, proactivity will complete the profile;
• Proficient in all MS Office Applications.