Location: Miami, FL
Reporting to: Customer Service US Team LeadRole Mission
We are seeking a detail-oriented, proactive, and highly organized Jr. Customer Service Specialist to support the daily operations of our Customer Service function in the U.S. market. This role plays a key part in ensuring a seamless order-to-delivery process by managing order entry, monitoring fulfillment activities, maintaining accurate customer and order records, and providing exceptional support to both internal and external stakeholders. The ideal candidate thrives in a fast-paced environment, demonstrates strong problem-solving abilities, and is committed to delivering an outstanding customer experience while supporting the continued growth of the Dolce&Gabbana Beauty business.
Key Responsibilities
Order Management & Fulfillment:
Process and manage customer orders with a high level of accuracy and efficiency, including high-volume manual order entry.
Review and validate sales orders to ensure completeness and accuracy prior to processing.
Monitor order status throughout the fulfillment cycle and maintain accurate order logs.
Evaluate shipping status and coordinate the release of orders to support on-time delivery commitments.
Identify potential risks, delays, or operational issues and proactively escalate and resolve them when needed.
Customer Service & Account Support:
Provide timely and professional support to customers by addressing inquiries, resolving issues, and ensuring a positive customer experience.
Maintain customer master data and account information with a high degree of accuracy.
Build strong working relationships with customers through consistent communication and effective problem-solving.
Cross-Functional Collaboration:
Partner closely with internal teams, including Marketing, Education, Merchandising, Commercial, Planning, and Warehouse Operations, to ensure smooth execution of business activities.
Develop a solid understanding of warehouse operations and order flow processes to support efficient execution.
Collaborate with internal stakeholders to ensure alignment and operational excellence across all customer service activities.
Operational Excellence & Compliance:
Maintain accurate documentation of customer interactions, transactions, communications, and issue resolution activities.
Ensure adherence to departmental procedures, service standards, and company policies while remaining aligned with HQ guidelines.
Support continuous improvement initiatives aimed at enhancing operational efficiency and customer satisfaction.
Perform additional responsibilities as assigned to support business needs.
Brand Representation:
Maintain strong knowledge of the product portfolio to effectively support customers and internal teams. Represent Dolce&Gabbana Beauty with professionalism, enthusiasm, and a customer-centric mindset in all interactions.
Requirements & Skills:
Bachelor’s degree in Business Administration, Supply Chain, or a related field.
Experience working with SAP and related systems.
Experience within the luxury and beauty industry is a plus.
Familiarity with key U.S. retail partners, including Sephora, Ulta Beauty, Macy’s, and other specialty retailers.
Proficiency in Microsoft Excel and Microsoft 365 applications.
Fluent in English; Spanish and/or Italian is a plus.
Must be authorized to work in the United States.
