The Personalization Customer Service Specialist will support the CS activities and end-to-end processes of the Retail network and Wholesale customers (including Franchises) with reference to the management of Personalization orders (Bespoke, MTO, MTM): receiving, monitoring and fulfillment of orders.
Responsibilities:
- Support in being one of the points of contact for stores/area regarding the management of any aspect related to Personalization orders (Bespoke, MTO, MTM):
- Reception of inquiries/orders from the stores;
- Clarification of potential doubts (i.e. delivery dates, measurements, checking missing prices or other missing information etc.);
- Communication of orders progress and any potential problems with individual orders (i.e. changes or cancellation, delays etc.);
- Management of critical issues and problems from stores/customers (i.e. delays, quality issues, etc.).
- Check of orders completeness (and correctness) before forwarding orders to Bespoke, MTO, MTM and/or production teams;
- Status update and tracking of orders;
- Follow-up with stores about pending inquiries and customer satisfaction;
- Gathering feedbacks from stores/area.
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