B2B Customer Service Representative

About the Role

Bulgari, renowned as a premier luxury brand under the LVMH Group, operates a global network of over 250 stores and 10,000 exclusive perfumeries. The company upholds a culture centered on unparalleled quality and customer satisfaction, employing more than 170 people in its Dublin Worldwide Logistic and Supply Chain Centre. We seek a detail-oriented B2B Customer Service Representative to join our team and uphold Bulgari’s commitment to excellence.

Key Responsibilities

• Oversee the entire order-to-shipment lifecycle for an assigned B2B client portfolio, ensuring adherence to service standards and KPIs.
• Manage and track customer orders to optimize fulfillment and guarantee smooth delivery.
• Address inquiries from customers and internal teams regarding product details, stock, delivery timelines, order updates, and shipment status.
• Develop strong collaborative relationships with customers and internal departments such as Sales, Planning, Transport, Warehouse, Compliance, and Finance.
• Maintain a customer-focused approach while balancing operational constraints and business priorities.
• Identify and resolve issues related to orders and deliveries, including pricing errors, stock shortages, and shipment errors, escalating when necessary.
• Manage claims and reverse logistics relevant to the client portfolio.
• Analyze operational data trends, including order and delivery performance and claims, to pinpoint causes and improvement opportunities.
• Support KPI measurement and reporting, promoting initiatives to enhance service quality, efficiency, and customer satisfaction.
• Take accountability for daily portfolio operations, prioritizing risks and ensuring consistent follow-up.
• Participate in continuous improvement projects targeting processes, systems, and workflows.
• Provide a customer experience that aligns with Bulgari’s distinguished brand standards.

Candidate Profile and Requirements

• Experience in Order Management, Customer Service, or Logistics, ideally within B2B or Supply Chain domains.
• Excellent communication and customer service skills with a strong client-oriented mindset.
• Proficiency in operational data analysis and translating insights into actionable measures.
• Experience using SAP or equivalent ERP platforms.
• Skilled in Microsoft Office, especially Excel.
• Fluent in English; additional language skills, particularly Chinese, are advantageous.
• Exceptional attention to accuracy and detail orientation.
• Proactive ownership of responsibilities, identifying challenges independently and ensuring their resolution.
• Sound judgment paired with practical, solution-driven problem-solving capabilities.
• Ability to prioritize effectively in a dynamic, fast-paced environment.
• Collaborative nature with adaptability to work well across diverse teams and functions.
• Commitment to continuous learning and readiness to adopt new systems and methods.

Additional Information

• Our belief is “People Make the Difference,” providing support for your professional growth.
• We encourage creativity and innovation; your ideas are valued here.
• We strive to deliver excellence across all aspects of our luxury brand experience.
• Entrepreneurial spirit is fostered within a nurturing workplace environment.
• We uphold diversity and inclusion, treating everyone with respect and dignity.
• Strict adherence to Security, Health, Safety, and Environmental guidelines (ISO 45001 certified).
• Our transparent culture promotes empowerment, ongoing education, and opportunities to demonstrate expertise.
• Bulgari is an equal opportunity employer, dedicated to diversity regardless of race, color, religion, gender, nationality, sexual orientation, age, or disability.