Customer Service Representative For our office in Legnano (Milan) and within our Business Unit Health & Medical, we are looking for a passionate Customer Service Representative, reporting directly to the Customer Service Manager. About The Role As Customer Service Representative, you will act as the voice of the customer, ensuring outstanding service experience throughout the customer journey. You will manage customer interactions and order-related activities, partnering closely with Sales and other cross-functional teams to ensure effective issue resolution, seamless order execution, and high levels of customer satisfaction. What You Will Do Customer Relationship Management: Act as the primary point of contact for customers, delivering professional, responsive, and customer-focused experience. Build and maintain strong customer relationships by understanding customer needs, handling inquiries, requests, complaints, and escalations, and leveraging a holistic view of customer interactions to proactively anticipate requirements and drive first-contact resolution whenever possible. Service & Product claims coordination: Analyse and manage service and product claims from receipt to resolution, coordinating with internal departments and escalating issues when required. Ensure complete and accurate documentation in SAP to maintain full claim traceability. Provide customers with timely updates and communicate the final resolution, ensuring a high level of customer satisfaction. Cross-functional Collaboration: Work closely with Sales representatives and collaborate with Supply Chain, Logistics, Finance, and other internal stakeholders to ensure efficient fulfillment of customer requirements. Partner with service specialists and subject matter experts to investigate and resolve more complex issues, providing customers with seamless support and effective solutions. Continuous Improvement & Service Excellence: Contribute to the delivery of service excellence by proactively managing exception-based activities, improving customer experience, and ensuring adherence to established service standards and operational procedures. Utilize CRM platforms and customer service tools effectively, identify opportunities for process optimization, and support continuous improvement initiatives that enhance efficiency, service quality, and customer satisfaction. Who You Are Previous experience in Customer Service, Order Management, Customer Operations, Sales Support or similar customer-facing roles Experience in managing customer inquiries, requests and complaints while delivering high-quality customer experience Familiarity with Customer Relationship Management (CRM) systems and customer service tools, SAP will be considered as a plus Fluency in Italian and English both in writing and speaking Strong customer focus and communication skills, with the ability to collaborate effectively across functions and build positive stakeholder relationships. Proactive, well-organized and solution-oriented mindset, with the ability to manage multiple priorities while driving continuous improvement and customer satisfaction. What We Can Offer You Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being of people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere. This job posting is open to applications from all genders (Law 903/77 and Legislative Decree 198/06) and to individuals of any age, nationality, religion, disability, sexual orientation, or other characteristics protected by law. We do not discriminate in relation to access or treatment during the selection process. Application End Date: 26 lug 2026 Job Requisition ID: Essity263613 Essity is a leading global hygiene and health company. Our expertise began with the acquisition of the Swedish company Mölnlycke in 1975, through which our roots stretch back to 1849. Today, our sustainable innovations from globally trusted brands, designed for everybody and every body, care for the well-being of 1 billion people in 150 countries every day. Working at Essity is not just a career but a chance to make the world healthier, safer, and more hygienic. We innovate for good to break barriers and contribute to shaping a healthier future. At Essity, we have a people-first approach where every career is as unique as the individual. We empower employees to excel together and reach their full potential through a winning culture driven by a powerful purpose. Our performance-orientated environment motivates employees to think differently and embrace challenges so we can continue improving lives, every day through better hygiene and health. We provide a sustainable work-life based on flexibility for both employees and employers. We are committed to Diversity, Equity, and Inclusion in everything we do. It is the key to our success in creating an inclusive, collaborative, and caring company culture where you can be you with us. Our purpose of Breaking Barriers to Well-being, enables customers and consumers to lead fuller lives at all stages of life. Our leading global brands include TENA and Tork, and other strong brands such as Actimove, Cutimed, JOBST, Knix, Leukoplast, Libero, Libresse, Lotus, Modibodi, Nosotras, Saba, Tempo, TOM Organic and Zewa are sold in 150 countries. I In 2024, Essity had net sales of approximately SEK 146bn (EUR 13bn) and employed 36,000 people. We are headquartered in Stockholm, Sweden and Essity is listed on Nasdaq Stockholm. If you want to join a company where dedication to people is powered by innovation, welcome to Essity!