Sr Specialist GBS Acct & Sales Ops (Italian Speaker)

Purpose & Overall Relevance for the Organization   Account Operations is responsible to support the business to achieve sales and market strategy objectives. Ensure a reliable, adequate, and competitive customer service level for all assigned customers of the channel.   Key Responsibilities

Independently providing Account operations support to all assigned customers in specific market. Support customer communication through all relevant channels (email, tickets, phone), providing information on orders and products, and preparing various order-related analyses upon request from customers or Sales. Collaborate closely with internal and external departments (e.g. Sales, AS&O Team, Finance, Order Fulfilment) when dealing with the following topics:

Returns, complaints, scheduled deliveries, cancellations, launches, pre-pack promotions, procurement, etc. Monitoring credit-blocked orders and coordinating credit limit increases (credit requests) with Finance and Sales.

Perform order book management by recording and managing all types of orders; managing deliveries to ensure timely and complete delivery, including order prioritization in compliance with the strategic guidelines for sales control; monitoring electronic receipts for errors and correcting these errors using the tools provided. Extensively tracking carrier deliveries and parcel deliveries and initiating escalation in the event of delays and irregularities. Standing in for and supporting colleagues working in other groups within Accounts & Sales Operations. Support direct management with analysis, problem-solving preparation, and process improvements, including controls review and implementation. Additionally, provide coverage during vacations, business trips, or absences.

Key Relationships

Customers Sales Management Team Logistics Global Operations (Purchasing, Planning, Warehouses, Customer Fulfillment, Inbound and Outbound) Credit & Collections Market Finance External providers

Knowledge, Skills, and Abilities

Strong Customer Service focus and excellent communication skills. Advanced working knowledge of MS Office, SAP/CRM and Business Objects. Fluency in Italian (written and spoken) and advanced level in English (written and spoken) Strong Understanding of costs and of sales generation. Process-oriented mindset and in-depth understanding of complex correlations. Proactive, Autonomous, and independent working style. A high level of problem-solving ability. Ability to contribute to a team environment where performance is measured. Experience in working under pressure to meet deadlines and conflicting priorities.

Requisite Education and Experience/Minimum Qualifications

University degree in Commerce/Business Administration/Finance/Controlling or similar) 3+ years’ experience in providing customer support in the field of customer service, sales or logistics.