DGB Americas Jr. Customer Service Specialist – US

Location: Miami, FL

Reporting to: Customer Service US Team Lead

Role 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.

Core Competencies

• Strong written and verbal communication skills.
• Excellent organizational and time-management abilities.
• Strong analytical thinking and problem-solving skills.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and commitment to accuracy.
• Collaborative team player with strong interpersonal skills.
• Ability to handle confidential information with professionalism and discretion.
• Positive, hands-on attitude with a willingness to take ownership and support the broader team when needed.