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 textile/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, 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 supporting our Customer Service team in answering our clients’ products related requests for Dynastar, Rossignol, Lange and Look brands. While directly advising clients with a strong focus on equipment, 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.
Our Client Experience specialist will also be responsible to deliver product trainings both to internal and external teams.
Main accountabilities:
- Be the expert advisor to our customers, help them selecting the right product and answer their request related to product matching.
- Advise clients for any technical questions before/during/after purchase.
- Confident in speaking to clients directly via email, chat in multiple languages
- Coordinate and assist with brand and product trainings for DTC and customer service team.
- Monitor and improve final customer satisfaction across direct channels at every step of the journey.
- Supports Aftersales, DTC Team and external Customer Service agency to improve our clients’ experience linked to Winter Sport Equipment. and give fast resolution to each client’s claim.
- Supports DTC Customer satisfaction manager with Customer Service escalations and projects 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
- Technical knowledge and passion in winter sport equipment such as skis, snowboard, bindings, and sport apparel.
- Knowledge of ERP systems (M3) and Salesforce Service Cloud
- Knowledge of Ecom platforms and checkout external solution (SFCC, EShopWorld)
- Fluent in English, Italian, knowledge of French or German preferred.
- 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.