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GUCCI Client Services Operations Specialist

Gucci - Fixed Term (Fixed Term)

Role Mission Reporting to the Operations Manager, the Client Services Operations Specialist will contribute to ensure outstanding client service to Gucci clients, handling the “Back Office” operational activities connected to e-Commerce, in order to guarantee a smooth flow from order’s acceptance to potential refund/returns. He/She will be involved in different operational areas to allow the Front Office team to be focused on client relations. He/She will indeed support the management of clients’ requests and will prevent any situation that could negatively affect the client experience.

Key Responsibilities

  • Follows orders’ acceptance process, analyses and avoids any potential fraud
  • Ensures orders’ fulfilment checking and managing stock delays, transfer requests and payment retrievals
  • Looks after the shipment flow, from picking to delivery, and handles shipping claims
  • Evaluates the possible acceptance and fulfilment of refunds and exchanges
  • Supports the Client Advisors of the Front Office team with daily requests
  • Is involved in training for the Front Office Teams in terms of operational procedures
  • Manages international B2B requests both
  • Reaches team’s KPIs and targets in terms of performance quality and e-Commerce business results
  • Efficiently interacts with internal and external stakeholders depending on the case (Finance, e-Commerce, Digital, Merchandising, Retail, Product Care, Couriers, Warehouse, Bank, Payment Partner)

Key Requirements

  • Previous experience in Operations, preferably in e-Commerce
  • Digital proficient, able to work with Microsoft Office package (especially Excel)
  • Knowledge of specific IT tools and order management systems will be a plus (Manhattan, Cybersource, SAP etc.) 
  • Empathetic team player with good communication and interpersonal skills
  • Analytical and self-organised approach
  • Able to manage stress with calm and proactivity
  • Fluent in Italian and English
  • Full time
  • Europe
  • Italy

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