Customer Care Specialist - US Market

Customer Care Specialist – US Market

Location: Chicago, Illinois (Office at the Merchandise Mart) or Remote within the United States

Contract Type: Permanent, Full-Time (40 hours per week)

Expected Start Date: September 2026

About Devon&Devon

Devon&Devon, part of the Italcer Group, is an internationally recognized Italian luxury brand specializing in high-end bathroom and interior design solutions. The Group’s vision is to create a leading luxury hub in premium home furnishings, bringing together excellence in decorative plumbing, ceramics, wallpaper, lighting, and furniture.

To support the continued growth of our North American business, we are looking for a motivated and customer-oriented Customer Care Specialist to join our US team, either remotely within the United States or at our office in Chicago’s Merchandise Mart.

Role Mission

Reporting directly to the North America Sales Manager and collaborating closely with the Headquarters team in Italy, the Customer Care Specialist will act as the primary point of contact for customers in the US market, delivering an exceptional customer experience that reflects the standards and values of a luxury brand such as Devon&Devon while supporting the entire sales and order management process.

Key Responsibilities

• Answer and manage incoming customer phone calls, emails, and inquiries, ensuring a professional, timely, and personalized response.
• Prepare customer quotations, sales proposals, and pricing requests to support the North America Sales Manager and the sales agencies across the different territories.
• Process, monitor, and follow up on customer orders from receipt through delivery.
• Provide customers with accurate information regarding product availability, lead times, delivery schedules, and order status throughout the entire order process.
• Maintain accurate customer, quotation, and order information within the ERP and CRM systems.
• Coordinate closely with the Headquarters team in Italy to provide timely updates on order status and resolve customer inquiries efficiently.
• Proactively follow up with customers, showrooms, architects, designers, distributors, agents, and sales representatives throughout the sales and order process.
• Coordinate shipping documentation and collaborate with logistics providers.
• Support import/export documentation and general administrative activities.
• Prepare reports and maintain accurate records.
• Deliver an exceptional customer experience that reflects the standards and values of the Devon&Devon brand.
• Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.

Qualifications & Experience

• Recent graduate or up to 2 years of experience in Customer Service, Sales Support, Order Management, or a similar administrative role.
• Proficiency in Microsoft Excel.
• Familiarity with ERP and CRM systems (such as Panthera or similar) is highly appreciated.
• Excellent verbal and written communication skills.
• Strong customer-oriented mindset with outstanding interpersonal skills.
• Ability to organize priorities, manage multiple tasks, and work accurately.
• Team player with a collaborative attitude.
• Comfortable working in a multicultural environment, with the ability to communicate effectively across different business cultures, particularly between North American and European teams.
• Interest in luxury products, interior design, architecture, or premium brands.
• Fluent English, both written and spoken.

What We Offer

• Flexible working arrangements, with the opportunity to work remotely within the United States or from our office at the Merchandise Mart in Chicago.
• Competitive compensation package.
• Opportunity to join a fast-growing international luxury group.
• Exposure to premium products and globally recognized design brands.
• Daily collaboration with colleagues across the United States and Italy.
• Professional development and career growth opportunities within the Italcer Group.
• Dynamic, entrepreneurial, and multicultural working environment.

Compensation

Salary Range: $45,000 – $55,000 per year, depending on experience, qualifications, and geographic location.

In addition to base salary, the company offers a comprehensive package including paid time off, professional development opportunities, and participation in company initiatives and events.

Equal Opportunity Employer

Devon&Devon and the Italcer Group are committed to creating an inclusive workplace and are proud to be an Equal Opportunity Employer. We welcome applications from all qualified candidates regardless of race, color, religion, gender, sexual orientation, age, disability, veteran status, or any other protected status.

How to Apply

If you are passionate about customer service and would like to build your career within an international luxury company, we would love to hear from you.

Please apply through LinkedIn or send your resume to francesco.astolfi@gruppoitalce…