Customer & Sales Support Representative - Italian

**Responsibilities**:
**We are looking for 2 customer care representatives one to cover the Italian market and another one to cover UK & Ireland market.**
- Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business.
- Actively monitors open orders and Leadtime developments to ensure that deliveries arrive at the customer on time and interacts with customer for notification of late orders due to product availability, transportation issues or other incidents.
- Interacts with broader network of internal Axalta Partners to ensure that the customers’ requirements are understood, and commitments are met.
- Drives adoption of digital tools like the Webshop at our customers and supports / reports in case of issues.
- Receives and processes all types of customer orders including complex orders, processes internal requests related to customer inquiries (laboratory work requests, brochures or sample sending etc.)
- Responsible for inquiry & order handling process from beginning to end, including offer management, price calculations as well as returns handling.
- Understands cash collection process e.g., credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits.
- Responsible for the invoice process incl. corrections, credit - and debit notes.
- Set up and handling of rebates and commissions.
- Inventory Handling: Manages setups like call-off orders or consignment stocks: consignment fill-up, inventory management, invoicing, count, reconciliation
- Processes customer service and product complaints and returns according to Complaint Management process and return policies. Can identify need for extra information to enable a thorough complaint analysis - in collaboration with other involved departments.
- Performs quality control checks and takes subsequent corrective actions.
- Follows desk procedures/policies in compliance with SOX, ISO and other requirements. Executes where defined controls or maintains documents needed for evidence.
- Can provide backup coverage for (Junior) CSRs or Senior CSRs for standard transactions. Receives, corrects and processes complex orders shipped between regions or plants.
- Performs active follow-up on sales versus forecast. Interacts with the customer to get better understanding of variations.
- Supports Sales by providing detailed input/reports on sales volumes by account

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Qualifications:

- **Education**:Bachelor’s degree or equivalent through experience *
- ** Knowledge, skills & experience**
- Knowledge
- Language skills: we need one person with bilingual near native English skills and another person with biligual near native Italian skills+Fluency in English.
- Good knowledge of other European languages would be an additional benefit
- Computer knowledge: Proficient in Word and Excel. Good knowledge of SAP, ideally experience in working with CRM Tools.**Skills**:
- Strong interpersonal skills
- Good to excellent written and verbal communication skills
- Active listening skills
- Experience
- 2 years’ experience in a customer-oriented position with a good overview of the Order-to-cash process.
- **
Competencies**
- Core (Individual Contributor):

- Building sustainable customer relationships: Builds collaborative relationships.
- Communicating with impact: Listens and responds to questions and objections
- Teamwork / collaboration
- Embracing change: Approaches change positively
- Analysis & judgment: Identifies issues, gathers, and interprets information
- Engagement
- Managing for productivity: Prioritizes tasks and stays focused
- Business acumen: Understands business operations
- Highly focused on Customer Satisfaction
- Functional:

- Applied learning
- Customer Service Fundamentals
- Sales Mindset - promoting products and seeking every sales opportunity in a call.
- Follow up: follows up on the status of customer orders autonomously
- Managing conflict opens discussions effectively
- Quality orientation. Disciplined to follow procedures
- Stress tolerance: Ability to work under pressure and able to manage multiple basic tasks
- Continuous improvement: Ability to pro-actively identify opportunities for improvement and communicate internally
- Autonomous
- Engineering the customer experience
- Segmentation of service to customers

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Overview:
Axalta has remained at the forefront of the industry by investing in its innovative solutions. We engineer technologies that protect customer’s products - whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals - and add dimension and beauty with colorful finishes
_._ We have a vast and ever-evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles.

Axalta operates its business in two segm