Customer Engagement Specialist (e-commerce solutions)

As a Customer Engagement Specialist, you will provide end-to-end support to MBE Centers and their customers who require the activation and configuration of our e-commerce integrated solution that allows online merchants to benefit from different types of shipping and services for their online orders, and final customers.

In this role, you will understand the needs of merchants and their final customers by receiving their e-commerce platform information and commercial requirements and suggest the optimal solution according to them.

Reporting to the Product Manager, your responsibilities will include MBE Center and merchants support after the activation of our technology solutions with a focus on continuous improvement to maximize customer loyalty and profitability.

Main responsibilities

• Assist MBE Centers and their customers with activation and setting up our e-commerce integration solution.
• Review MBE centre/customer complaints and concerns and seek to improve the customer experience.
• Monitor the conversion rate of activation requests and level of adoption of the e-commerce solution within the network.
• Work cross-functionally with other departments and with the MBE Network, liaising with Franchisees’ to collect feedback and propose technical and business improvements.
• Ensuring our e-commerce solution is best practice and aligned with client requirements and evolving needs.
• Identify technical specifications to meet user needs, including application configurations and integrations management.

Skills and qualifications

• Bachelor’s Degree in Computer Science, Economics or similar fields
• 2–4 years of experience as an IT Business Analyst/Functional Analyst, Presales specialist or similar roles (IT background preferred)
• Prior experience within technical presales is advantageous.
• Accountability and personal organization skills.
• Ability to communicate technical information to non-technical personnel.
• Excellent interpersonal and communication skills
• Willingness to work with multiple stakeholders to foster positive business relationships
• Strong problem solving and prioritization skills.
• Basic knowledge of web service architecture (SOAP/REST API)
• general understanding of PHP/JavaScript/HTML/ CSS, and MySQL.
• Fluent in Italian and English.
• Eligible to work in Italy/EU without sponsorship.

Who we are

MBE Italy is part of MBE Worldwide (“MBE”), a leading commerce-enablement platform providing e-commerce, fulfilment, shipping, marketing and print solutions to SMBs and consumers via both a digital platform and a network of independently owned and operated franchised locations. Headquartered in Milan, Italy, MBE is present with different brands in 53 countries with 3.100+ franchised locations, of which ca. 580 in Italy under Mail Boxes Etc. brand.

www.mbeglobal.com - www.mbe.it

What we offer

• An international environment and a fast-growing company.
• Training and internal development opportunities.
• A line of business and a strong market.
• A human-sized team and structure in a multicultural environment.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.