About this role
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Cusotmer Success Support Specialist
Role overview:
The Customer Success Support plays a vital role in assisting the Customer Success and Sales teams in delivering an excellent customer experience.
This position ensures smooth operational processes, timely resolution of customer inquiries, and accurate management of administrative activities.
The role contributes directly to customer satisfaction, retention, and service efficiency by providing proactive and high-quality support across order management, customer service, and post-sales activities.
Key details:
Location: Moncalieri, Italy
Reporting to: Head of Sales Enablement - Key Account Management & Operation
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Key responsibilities:
Customer Service and Operational Support:
- Handle customer inquiries, requests, and complaints through various channels (email, phone, digital platforms), ensuring timely and professional responses.
- Support the Customer Success Advisors and Account Managers in daily operations and follow-up activities.
- Maintain accurate customer data and case information within internal systems.
- Order management, documentation, and coordination with internal departments (Sales, Logistics, Quality, Finance).
Process and Administrative Support:
- Prepare reports, dashboards, and KPI summaries on customer service performance and activities, monitoring key indicators such as customer response and resolution times, data and order accuracy, customer satisfaction, service quality, and adherence to customer service processes.
- Contribute to process improvement by identifying recurring issues or inefficiencies, and supporting initiatives to enhance service quality and operational efficiency.
Cross-Functional Collaboration:
- Coordinate with internal teams (Sales, After Sales, Technical Support, Operations) to ensure seamless customer experience.
- Support implementation and usage of digital tools and customer service platforms.
- Participate in team meetings and training sessions to align on service quality standards and performance objectives.
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Key and desired skills:
- Diploma or Bachelor’s degree in Business Administration, Economics, Management Engineering, Foreign Languages, or a related field.
- Additional training or certification in Customer Service, or Office Management is an advantage.
- 1–3 years of experience in customer service, back office, or commercial support roles—preferably in the automotive, industrial, or technology sectors.
- Familiarity with ERP systems, preferably Oracle.
- Experience handling customer inquiries and coordinating between departments.
- Strong communication and organizational skills.
- Customer-oriented attitude with attention to detail and problem-solving ability.
- Proficiency in MS Office (Excel, Outlook, PowerPoint, Teams)
- Ability to multitask and manage priorities in a fast-paced environment.
- Fluency in French and English (written and spoken); Italian and/or another European language is a plus.
Key stakeholders:
- Customers and Customer Success Advisors
- Account Managers / Sales
- Order Management & Logistics
- Finance & Credit Management
- After Sales / Technical Support
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Retribuzione
- RAL 30.000 € - 34.500 €
- Ticket Resaturant di €8 al giorno
- Pacchetto Welfare di € 700 annui
- Smart working fino a 10 gg al mese
- Contratto a tempo indeterminato
- Inquadramento 3° livello CCNL Commercio
Il presente annuncio è rivolto ad entrambi i sessi, ai sensi delle leggi 903/77 e 125/91, e a persone di tutte le età e tutte le nazionalità, ai sensi dei decreti legislativi 215/03 e 216/03.