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Job description


Etro is looking for a professional who, within the e-commerce team, will be responsible for the management of the pre- and post-sales service for customers in the online channel.

The applicant will provide support to the activities related to the offline Customer Care Service and will supervise and coordinate the entire process of order processing.

Finally, he/she will support and supervise the activities managed by the Customer Cars of the other regions.

Here are the main areas of responsibility:

Customer Care

. First level of contact for digital channels and for all enquiries related to online sales support, support for some Retail and Wholesale Customer Care activities.

. Management of the customer information service regarding orders and their status.

. Complete management of the customer journey.

. Supervision of business correspondence and management of any complaints or claims.

. Implementation and workflow management for the optimisation of activities.

. Using the Salesforce Service Cloud platform for customer case management.

. Use of the OMS platform.

E-commerce order fulfilment

. Managing and supervising the online order processing flow, ensuring compliance with quality standards and delivery schedules.

. Co-ordination of product reassortments on customer request.

. Co-operation and training of order-processing personnel.

. Supervision of the conformity of the packaging quality standard.

. Supervision and first reference contact for customer care in the other regions where Etro.com is active

. Benchmarking activities

. Support in the management of training towards Customer Care of other Regions in occasion of new workflows or service evolution activities.

. Order recovery activities through analysis and direct contact with the end customer


. Development of reporting on the activities concerned (returns, shipments, payments, average delivery times).

. Development of new reports necessary for the evaluation of the activities carried out.

Required candidate characteristics:

. Excellent knowledge of the English language

. Second language welcome (German, French, Spanish)

. Previous experience in the role of at least 2-3 years

. Knowledge of the luxury sector

. Ability to analyse data

. Ability to prioritise activities according to their importance

. Ability to create planning

. In-depth knowledge of online competitors

. CRM skills

. Use of Excel

. Use of PPT

Job type
Tempo indeterminato/Permanent