As an ecosystem of iconic cycling brands, our purpose is connecting humans with the outside world.

Today we develop, produce and market saddles, components and accessories for different kinds of bicycles and cyclists, focusing on research, technology and style to improve the cycling experience and lead the global cycling revolution.

With over 65 years of history, more than 1400 people and 9 corporate sites all around the world, we are constantly looking for talents that can bring their values to our six brands: Selle Royal, Fizik, Brooks England, Crankbrothers, Pedaled and Pannier, and foster a positive change for the Society and the Planet.

B2C Customer Service Specialist:
For our Digital team in Italy, we are looking for a B2C Customer Service Specialist to support the online sales process. This role involves managing customer inquiries from order acquisition to delivery, as well as providing post-sales services, all with the goal of maximizing business opportunities in an efficient, professional, and timely manner. Could you be the right fit?

YOUR RESPONSIBILITIES:
Be responsible for managing the entire customer order flow, from order acquisition to delivery. Ensure compliance with the agreed-upon commercial terms, as well as the established processes and service levels, while serving as the primary point of contact and expert for the customer.

Proactively seek in-depth knowledge of the brand’s product/service range, to effectively describe their functions, features, marketing information, and details to customers, serving as a product expert and brand ambassador.

Handle and respond to customer inquiries and questions throughout the entire sales process (pre-sale, during sale, and post-sale). Manage complaints, process returns, and resolve issues through various communication channels (phone,email, web platforms, etc.).

Contribute to the ongoing enhancement of the service by implementing new procedures and operations, with the goal of achieving an ever-increasing level of customer satisfaction.

Support the ongoing enhancement of the e Commerce platform in collaboration with the Online Store Manager.

YOUR SKILLS:
Proficient verbal and written communication skills in English (a second European language is an advantage).

Knowledge of business processes related to sales order fulfillment.

Ability to understand the technical details of the product/brand.

Experience with an ERP system (preferably SAP).

Basic knowledge of major e Commerce platforms (Magento, Shopify, etc.).

Basic knowledge of logistics and administration (transport, customs, invoicing, VAT, etc.).

Customer and service orientation, coupled with a problem-solving mindset.

Strong interpersonal and intercultural communication skills.

YOUR BACKGROUND:
Bachelor's or Master’s Degree in Languages, Economics, or a related field;

At least 3 to 5 years of experience in operational roles related to communication, digital services or customer service, preferably with end consumers.
Knowledge of the cycling industry, whether gained through personal passion or prior professional experience is an advantage.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.