Client Experience Specialist M/W Milano

Client Experience Specialist M/W
Milano
Lombardia, Milano

Founded in the French Alps, Rossignol has **inspired the mountain experience since 1907.

** We live and breathe our heritage in everything we do, from the development of skis to our têxtile/apparel ranges.

**Rossignol Group is a major actor of the winter sport equipment** market as it is ranked number 1 in the ski industry thanks to the Rossignol brand and number 2 in the ski boot industry thanks to Rossignol and Lange brands.

The Group is strengthening its position as a leader on the equipment industry which is its core business and accelerating its development through an offensive diversification strategy, which aims to become a major outdoor actor in every season.

**Based in Milan or at the heart of our HQ in St Jean de Moirans, in an international context we are looking for a Client Experience Specialist **M/W

**Let's join our ambitious collective adventure and play together to build the best outdoor experiences in all seasons!

**The Role**:

The Mountain Sport Client Experience Specialist will be part of the direct-to-consumer team and will be responsible to provide excellent customer service to our Rossignol Group clients.

He/She will be responsible for answering all our clients' requests in Europe for Dynastar, Rossignol, Lange and Look brands.

While directly advising clients with a strong focus on equipment and bikes, he/she will be responsible for upholding a high level of customer support and satisfaction.

As an expert in our brands' products, he/she will master the product knowledge, ranging from skis, ski boots, bindings, bikes, spare parts, clothing and accessories.

He/She understands the brand messaging and goals and has a clear mindset about customer satisfaction and resolution.

**Main accountabilities**:

- Be the expert advisor to our customers and their main point of contact to help them selecting the right product and answer their request related to product matching.

- Advise clients for any technical questions before/during/after purchase.

- Be the interface between our external Customer service and our Aftersales department to ensure a timely resolution of quality claims.

- Be the primary point of contact for clients, monitor and improve final customer satisfaction across direct channels at every step of the journey.

- Supports Aftersales and external Customer Service agency to improve CS quality and give fast resolution to each client's claim.

- Supports DTC Customer satisfaction manager with Customer Service escalations to maintain high customer satisfaction.

- Help improving final customer satisfaction at every step of the journey and support tasks and projects for clients' overall experience improvement.

- Monitors online brand reputation and product reviews and investigates negative reviews by maintaining contact with customers.

**Profile**:

- Previous experience in similar role

- Knowledge of ERP systems (M3) and Salesforce Service Cloud

- Knowledge of Ecom platforms and checkout external solution (Magento, SFCC, EShopWorld)

- Fluent in English, German, Italian, knowledge of French preferred.

- Technical knowledge and passion in winter sport equipment such as skis, snowboard, bindings, and sport apparel.

- Client-centric mindset with a passion for sport

- Fast learner, ability to multitask

- Able to work both independently and within the team, in collaboration with various departments in the company

- Attention to detail and precision are a must.

**Joining the Group and its Rossignol brands also means**:

- **Continuing your career growth **thanks to managers who care about the well-being and skills development of their teams, through innovative projects.

- **Committing to cultural diversity**, gender equality, and supporting the employment of disabled workers within our company.

- **Being proud to work for a responsible company** committed to sustainability.

- **Enjoying attractive prices on our brand**, meal vouchers and much more.