Customer Experience Representative, Italy
Description
Evolus is a performance beauty company with a customer-centric approach focused on delivering breakthrough products. We are seeking an experienced and driven Customer Experience Representative to join our Sales Team reporting to the National Sales Manager, Italy. In this critical role, you’ll drive seamless customer and commercial success by ensuring the right products reach the right place at the right time. You’ll champion exceptional customer service, optimize demand and supply planning for end customers and users, including clinics, private physicians, retail pharmacies and wholesalers of the Italian territory.
If you join our team, you will be working on some of the most exciting opportunities and challenges we face, with a team that values growth, recognition, and camaraderie. If you are looking for an opportunity to exhibit your knowledge and technical abilities in a unique environment, then look no further! In this role, you will be challenged to drive the success of Evolus in an effort to build a brand like no other!
Essential duties and responsibilities where you'll make the biggest impact…
- Serve as a trusted point of contact for customer inquiries across phone, email, chat, and other support channels, delivering timely, accurate, and supportive responses.
- Resolve customer issues with professionalism and empathy, ensuring clear follow‑up and positive outcomes.
- Build a strong understanding of Evolus products, services, policies, and internal processes to better support customer needs.
- Accurately document all customer interactions and updates in CRM and support systems.
- Identify recurring customer needs or challenges and share actionable insights with internal teams to drive improvements.
- Manage escalations calmly and effectively, always maintaining a customer‑first approach.
- Contribute to ongoing initiatives aimed at enhancing the overall customer experience.
- Support the onboarding of new customers, including segmentation, data validation, and maintaining accurate, up‑to‑date information across platforms such as Salesforce, NetSuite, logistics partner tools, and O2C.
- Process orders received via phone or email with attention to detail, and route toll‑free number inquiries to the appropriate teams.
- Enter and manage orders within NetSuite to support efficient fulfilment and logistics processes.
- Generate and distribute invoices to pharmacies and healthcare professionals, and manage the full reminder and collections processes.
- Collect and track sample request forms, ensuring appropriate documentation and preventing duplicate or unauthorised sample distribution.
- Handle training‑material orders using workflows distinct from standard pharmacy orders.
- Oversee movement‑data submission to AIFA and ensure all related compliance requirements are met.
- Act as the first point of contact for product returns and manage initial intake of complaints or Adverse Events received through order‑related channels.
- Build collaborative relationships with Sales, Marketing, Finance, and other teams to support alignment on key planning activities.
- Provide regular updates on performance metrics, operational insights, and customer feedback.
- Support account planning and commercial policy execution by providing relevant data, insights, and recommendations that strengthen decision‑making.
- Engage proactively with customers throughout the full lifecycle to ensure a smooth and positive experience.
- Serve as the central triage point for marketing and commercial inquiries, routing questions to the appropriate internal team members for timely resolution.
- Office Location - Milan (hybrid onsite Tuesday, Wednesday and Thursday)
- Other duties as assigned
Qualifications and Skills You’ll Bring to the Team…
- Bachelor’s degree in a relevant field or equivalent professional experience.
- 3+ years of experience in customer service, client relations, or customer operations, with a proven ability to build strong relationships, turn data into insights, and resolve challenges with empathy and professionalism.
- Excellent communication and interpersonal skills, with the ability to engage confidently across diverse teams and stakeholders.
- Strong proficiency in written and spoken English.
- Customer‑centric mindset with a collaborative approach — committed to delivering exceptional service at every touchpoint.
- Strong analytical and problem‑solving skills, with the ability to interpret data from multiple sources and make informed recommendations.
- Adaptable, solution‑oriented, and comfortable navigating evolving environments while driving results.
Preferred Qualifications…
- A proactive, results‑driven attitude with a passion for contributing to team success and continuously improving processes.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook) and the ability to create clear reports and presentations that support decision‑making.
- Familiarity with NetSuite software is a strong plus and considered an added advantage for this role.
Compensation & Total Rewards
Your actual base salary will be determined on a case-by-case basis and may vary based on a number of considerations including but not limited to role-relevant knowledge and skills, experience, education, geographic location, certifications, and more.
We offer more than just a paycheck, and your base salary is just the start! Stay happy and healthy with our competitive suite of benefits to help you feel your best and be your best. You may also be eligible for new hire equity and long-term incentives in the form of RSUs, stock options, and/or discretionary bonuses. We offer mental health and wellbeing resources for you to develop skills to find your calm, boost your confidence, and show up as your best self in work and life. Travel or relax and come back feeling refreshed. Did we mention the holiday soft closure between the Christmas and New Years holidays? We have that, too, and the opportunity to join an organization where our values of Grit, Impact, Fun, and Transparency are displayed daily.
Evolus takes pride in being a company on the forefront of innovation, while being committed to conducting its business with the highest degrees of integrity, professionalism, and social responsibility. We are also committed to complying with all laws and regulations that apply to our business. Employee welfare is no different. Here at Evolus, we don’t just work together, we’ve built a culture of inclusion! Because of this, you’ll find yourself immersed in an environment that not only promotes respect, collaboration and team building, but a community too. And that’s just the tip of the iceberg. Join our team and see for yourself! EOE M/F/D/V. For more information, please visit our website at www.evolus.com.
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