About the Role
Be the voice of the customer. Drive exceptional experience.
Are you passionate about delivering outstanding customer experiences and solving problems with speed and precision? We’re looking for a Customer Facing & Order Management Representative to be the key point of contact for our customers and a trusted partner for Sales & Marketing teams. You will report to the Customer Facing & Order Management Team Leader. You will join Essity’s Professional Hygiene division, a global leader in sustainable hygiene solutions through the Tork brand, supporting businesses and institutions in improving hygiene standards, efficiency, and sustainability across a wide range of industries. Hybrid working model
What You Will Do
Act as the primary point of contact for customers, managing queries, requests, and issues with a strong focus on first contact resolution
Build and maintain strong customer relationships, delivering an excellent and tailored customer experience based on customer needs and segmentation
Leverage a 360° view of customer interactions to proactively anticipate needs and ensure fast and effective query resolution
Work closely with Sales representatives to jointly manage customer requests and provide full visibility on ongoing interactions
Collaborate with service specialists for complex cases requiring deeper expertise or investigation
Proactively manage exception-based activities to enhance customer experience, using tools such as the C4 platform
Ensure smooth execution of the end-to-end SMM (Sales & Marketing Management) / order-to-billing process
Leverage the service specialist network to resolve issues not closed at first contact and continuously improve service quality
Who You Are
Minimum experience in customer service, order management or similar roles
Experience handling customer inquiries, complaints and requests effectively
Familiarity with Customer Relationship Management (CRM) systems
Strong customer focus, with the ability to manage orders efficiently, ensuring accuracy and adherence to procedures
Excellent communication and team collaboration skills
Strong time management, adaptability and ability to manage multiple priorities in a fast-paced environment
Problem-solving attitude with a proactive, solution-oriented mindset
Ability to handle conflict resolution and contribute to continuous improvement initiatives
Fluent in English and Italian
What We Can Offer You
Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being for 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. Innovate for Good | Excel Together | Be You with Us
The position is based in Legnano (MI). Please note that the office location is more easily accessible by car; therefore, having your own means of transportation is recommended.
28 mag 2026
Essity261828
Essity - a globally leading hygiene and health company. Our expertise in hygiene and health 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. Our barrier breakers innovate for good and contribute to shaping a sustainable future. At Essity, every career is as unique as the individual. We empower employees to excel together and reach their full potential in a winning culture motivated by a powerful purpose. We provide a sustainable work-life based on flexibility for both employees and employers. At Essity, 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, is to enable customers and consumers to lead fuller lives at all stages of life.
Our leading global brands 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. In 2024, Essity had net sales of approximately SEK 146bn (EUR 13bn) and employed 36,000 people. The company’s headquarters is located 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!
