Flexa
FARFETCH • IT Milan, Italy

Customer Service Specialist

Employment type:  Full time

3–4 days/week at home

Core hours 11–3

Job Description

NEW GUARDS GROUPNew Guards Group is the home to 9 international luxury brands: Marcelo Burlon County of Milan, Off-White c/o Virgil Abloh, Palm Angels, Unravel Project, Heron Preston, Alanui, Kirin Peggy Gou, Opening Ceremony, and Ambush. We work with the understanding that fashion and luxury can be different: community-based, quality-driven, collaborative, truly global, and quick. Our brands and products stem from creative and managerial innovation and the philosophy of Made in Italy. We're redefining the way luxury is conceived, communicated, and shared. Where others see limits, we see goals.
OFFICEOur new office in Via Turati is a strategic hub and home to all of the NGG staff functions. Turati is where the behind-the-scenes driving force of NGG is brought to life; this is harmonised with the archive exhibits of brand collaborations found throughout the office
THE ROLE The position is part of the Customer Service Department. You will be the first point of contact for our wholesale clients across the US and Europe markets, and you will be responsible for tracking the lifecycle of accounts from order entry to final delivery. You will engage and manage relationships with external and internal stakeholders to ensure smooth orders management

WHAT YOU'LL DO

  • You will manage and review orders from the time of receipt to the time of shipment being responsible for successfully and accurately completing all transactions which include management of order status, monitoring shipment flow, sending proforma, request payments, invoicing, and management of post-order client requests.
  • You will process amendments such as order changes based on customer needs
  • You will execute shipping: provide visibility to the customer on the shipping status of their wholesale orders.
  • You will monitor delivery performance and solve problems, in collaboration with the logistics team
  • You will prepare documents required for the shipment of the orders and raise sundry documents for specific commercial agreements to ensure all the conditions and procedures are met to guarantee an efficient shipping process.
  • You will provide information and other assistance to credit and accountant teams regarding customers’ credit, collection, or payment issues.
  • You will manage process returns from clients share the requests with the production team and handle customer claims
  • You will proactively identify operational problems, suggest solutions, and enhance customer service-related procedures and processes

WHO YOU ARE

  • You have 4+ years of experience in customer service, preferably in a fashion luxury environment;
  • You have excel skills with the ability to interpret data and produce reports
  • You have good communication skills with the ability to build positive working relationships with cross-functional teams
  • You are fluent in English and Italian, written and spoken
  • You are a strong team player with the ability to work in a dynamic fast-paced ever-changing environment

REWARDS & BENEFITS

  • Great compensation package (in consideration of your professional experience)
  • Lunch tickets
  • Discounts on all NGG brands and partners including FARFETCH and Browns
  • Brand new headquarters located in the centre of Milan

EQUAL OPPORTUNITIES STATEMENT

  • New Guards Group is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities

New Guards Group is looking for a Customer Service Specialist to join the Customer Service team!

Company benefits

Sabbaticals
Enhanced maternity leave
Enhanced paternity leave
Adoption leave
Shared parental leave
FARFETCH Equity plan
Flexible benefits scheme - from Private Healthcare and Dental insurance to fitness classes with ClassPass, there is something for everyone!
32 days holiday including flexible public holidays - to use on public or religious holidays of your choice
2 GiveBack Days a year - to volunteer for a social cause of your choice
FARFETCH and Browns discount - to experience both brands as a customer

The FlexScore® is the result of a rigorous 2-step verification of a company’s flexibility

First we assess the flexibility options FARFETCH provides and then we anonymously survey a statistically significant proportion of their employees to make sure FARFETCH is as flexible as they say they are. Our assessment is based on the six key elements of flexibility: location, hours, autonomy, benefits, role modelling and work-life balance.

We ask the hard questions so you don’t have to.

Working at FARFETCH

Company employees

6000

Gender diversity (male:female)

60/40

Office locations

London HQ with a global presence

Hiring Countries

United Kingdom