Customer Service Specialist

Ariston Group is a global leader in sustainable thermal comfort that offers a unique, extensive range of solutions for climate comfort, water heating and air handling, as well as components and burners. Listed on Euronext Milan since November 2021, in 2024 the group reported over 2.6-billion-euro revenues, with over 10,000 employees, direct presence in 40 countries in 5 continents, 28 production sites and 28 research and development centers. The group demonstrates its commitment to sustainability through the development of renewable and high efficiency solutions, such as heat pumps, water heating heat pumps, hybrids, domestic ventilation, air handling and solar thermal systems. The group also stands out for its continuous investment in technological innovation, digitalization, and advanced connectivity solutions. The group operates under global strategic brands Ariston, Elco and Wolf, and brands such as Calorex, NTI, HTP, Atag, Brink, Chromagen, Racold, as well as Thermowatt and Ecoflam in the components and burners business.

The Customer Service Specialist reports directly to the Customer Experience Manager. The Customer Service Specialist must be able to work independently to satisfy customer requirements. Must be able to handle a high volume of inbound calls with professionalism, empathy, and efficiency.

Desire to always perform at the highest level of competence and expedience to ensure the overall productivity and growth of Ariston Group.

• Must be available for 2nd shift (10-6pm)
• Ability to interact efficiently with a positive and professional demeanor.
• Ownership of customer relationships regarding purchase order review, order status updates, production schedules, while driving overall customer satisfaction.
• Respond to customer inquiries in the same business day manner via phone and email.
• Must be efficient in gathering order updates along with revised Purchase Order approvals in order to meet fluid needs of key customers.
• Must be able to make decisions independently with our customers at the center of any changes.
• Increase customer confidence and protect operations by supplying valid and useful product and order knowledge.
• Inputs data into ERP system via automated process
• Work cross-functionally, across business brands, to ensure customers are always kept informed.
• Cross training with Sales Support Specialists for coverage needs and to close any knowledge gaps regarding brand specifics and nuances.
• Drives process changes and helps build deeper relationships internally and externally.
• Accept other responsibilities as requested by the Customer Experience Manager.

The following is a brief description of processes in the technical expertise duties but is not limited to:

• Proficient in Microsoft Office, especially Excel, but also including Word and Outlook
• Call Center experience
• SAP knowledge is a plus
• Attention to detail
• Ability to work in a fast-paced environment
• Ability to communicate through multiple channels and handling multiple customer inquiries
• Ability tocommunicate and interact professionally and effective in all situations
• Minimum of two years customer service experience
• Knowledge of customer service principles and practices.
• Ability to read, write and speak English
• Basic math concepts
• Ability to define problems, collect data, establish facts and draw valid conclusions

We are committed to the principle of equal employment opportunity for all people, by offering a work environment accessible, welcoming and inclusive in compliance with legal obligations.