Customer Experience Agent, Italian Speaker

Role Overview

• Manage and monitor the end-to-end shipment process
• Coordinate with various stakeholders involved in shipment handling
• Act as an orchestrator of the overall shipment flow
• Provide value to customers through effective and tailored business solutions
• Resolve queries from customers, shippers, sales teams, and other stakeholders in a timely manner
• Maintain a strong customer-centric approach and proactively prevent errors
• Ensure all documentation is prepared accurately and submitted on time
• Support customer retention and identify cross-sell/up-sell opportunities
• Adhere to Standard Operating Procedures (SOPs) and internal guidelines
• Respond to enquiries promptly and escalate when needed
• Collaborate with the Commercial team to strengthen customer relationships
• Monitor KPIs and ensure compliance with customer-specific requirements
• Execute reports and additional tasks as required

Requirements

• Fluency in English and Italian
• Experience in a customer-facing role, ideally in logistics or forwarding
• Good understanding of logistics products, processes, and terminology
• Proven ability to manage customer relationships and resolve issues effectively
• Strong communication, influencing, and problem-solving skills
• Ability to work in a matrix, multicultural environment
• Customer-focused mindset with attention to detail
• Self-motivated and performance-driven attitude

Benefits

• Exciting opportunity to connect with a global organization operating in a fast-paced and international environment.
• Chance to build strong relationships with customers.
• Collaborate with highly professional and diverse teams.
• Culture where you are valued, recognized, and supported in your development.