Francesca Manchia
Castelldefels
Summary
Senior Customer Service Business Partner adept at managing customer orders from creation to delivery. Handles complex queries and escalations, ensuring positive customer experiences and satisfaction. Contributes to strategic development projects, enhancing operational processes within the Paints & Coatings division.
Overview
31
31
years of professional experience
Work History
Senior Customer Service / Business Partner – Paints & Coatings Division
Arxada
Barcelona
11.2023 - Current
- Managing customer orders end-to-end, from order creation to delivery
- Daily interaction with logistics, supply chain, and sales teams
- Handling complex customer queries and escalations
- Acting as Business Partner for the Paints & Coatings business division
- Sales support activities including reporting, documentation, and operational analysis
- Key contributor to development and transformation projects
- Involved in SAP migration, CRM migration, and new sales organization implementation
- Coordinator for Customer Service streams during system migrations
- Trainer and key user for end users
- Creation and maintenance of SOPs to improve operational processes
- A global specialty chemicals business.
IT Sales assistant
Med-IT Europe
Castelldefels
08.2020 - 10.2023
- Searching for potential accounts: cold-calling, and sending emails to prospects
- Customer service: dealing with queries relating to deliveries, payments, invoicing and after-sales support.
- A Spanish IT independent distributor
Customer service representative
Lanxess
Manchester
01.2018 - 07.2020
- Order management: preparing documents and fulfilling orders, from identifying customer needs, developing proposals, processing orders to shipment and delivery of orders to the customers
- Customer query management and liaising with credit control, supply chain, logistics and sales
- A German specialty chemicals company
Accounts Payable Associate
SPX Flow Technology
Manchester
12.2015 - 06.2017
- Account reconciliation and GR/IR clearing process (in SAP)
- Processing of supplier invoices (paper and electronic)
- Handling queries from business units and suppliers
- An American company which develops dedicated mixing and heat transfer systems for the pharmaceutical processing industry
Credit control Analyst
Kellogg’s
Manchester
09.2014 - 12.2015
- Chasing overdue invoices proactively (email and phone), sending statements
- Resolution of such issues relating to orders put on hold
- An American multinational food manufacturing company
Process Support Analyst
Kellogg’s
Manchester
10.2013 - 09.2014
- High level customer service provided by phone and e-mail to suppliers and local branches all over Europe
- Processing of supplier invoices and employee expenses (paper and electronic)
Administrative Assistant
Caldo Freddo srl
Rome
01.2009 - 01.2010
- Customer service and after sales support to customers in person and by phone: handling queries, complaints, providing technical and product advice
- Telemarketing and keeping updated the customer and contract database
- An air conditioning and heating systems company
Sales Assistant
Indesit Company
Barberino Val D'Elsa
01.2007 - 01.2008
- Supporting a team of 10 sales people, tracking sales progress, taking part in price and target setting decisions, creating presentations.
- An Italian manufacturer of major domestic appliances
Customer Service Team Leader
Indesit Company
Fabriano
01.2006 - 01.2007
- Managing a team of 8 customer service representatives
- Managing tech support: fixing appointments and monitoring SLA
- Handling customer complaints and proposing ways to resolve them (product replacement, discounts and extended warranty, etc.)
Administrative Assistant
Noesis
Rome
01.2005 - 01.2006
- Secretarial and administrative support to consultants: file archiving, client reception, organizing diaries, making appointments, etc.
- A marketing research company
Legal Secretary
Rome
01.1995 - 01.2005
- Legal Secretary for various law firms (On. Coratella, Santini and Pontecorvo).
- Administrative Secretary at Creer pour l’Image, a fashion events company.
- Retail Sales assistant at Il Birichino, a children’s clothes shop.
Education
Diploma - Fashion
British Academy of Fashion, London
Manchester2021
Diploma di Scuola Superiore - Italian A Levels
Liceo Scientifico “Amaldi”
Rome, Italy01.1994
Skills
- SAP (Order Management, Finance, GR/IR)
- SAP Super User
- SAP Trainer
- MS Office
- MS Dynamics Internet
- Power BI
- CRM Systems
Languages
Italian
Proficient
C2
English
Advanced
C1
Spanish
Intermediate
B1
Timeline
Senior Customer Service / Business Partner – Paints & Coatings Division
Arxada
11.2023 - Current
IT Sales assistant
Med-IT Europe
08.2020 - 10.2023
Customer service representative
Lanxess
01.2018 - 07.2020
Accounts Payable Associate
SPX Flow Technology
12.2015 - 06.2017
Credit control Analyst
Kellogg’s
09.2014 - 12.2015
Process Support Analyst
Kellogg’s
10.2013 - 09.2014
Administrative Assistant
Caldo Freddo srl
01.2009 - 01.2010
Sales Assistant
Indesit Company
01.2007 - 01.2008
Customer Service Team Leader
Indesit Company
01.2006 - 01.2007
Administrative Assistant
Noesis
01.2005 - 01.2006
Legal Secretary
01.1995 - 01.2005
Diploma - Fashion
British Academy of Fashion, London
Diploma di Scuola Superiore - Italian A Levels
Liceo Scientifico “Amaldi”