Videndum is an international group principally serving customers in the "image capture and content creation" market. Videndum manufactures and distributes technically advanced products which give broadcasters, film studios, video production companies and independent content creators total confidence in the production equipment they depend upon to capture and share world class footage.

Our people are key to our future, and they are our number one priority. They make the difference not only by what they do, but by how they do it.

Role Summary:

Reporting to the Customer Service Director, provide a high level of service, support, and advisory assistance to both internal and external B2B customers, with a specific focus on managing Amazon Vendor orders and ensuring operational excellence.

Work Location: Cassola, Italy/Hybrid - at least 3 days a week in the office, and 2 days a week working from home

Main Responsibilities and Tasks:

• Process orders via Vendor Central and coordinate pre-shipment activities

• Collaborate with the Amazon Commercial Manager to manage process priorities and complex case scenarios

• Work closely with Demand Planning and Supply Chain teams to manage cancellations and product availability, maximizing commercial outcomes

• Raise shortage disputes for unpaid invoices and prepare monthly reporting for Finance and Commercial teams

• Manage deduction disputes related to logistics issues, in close cooperation with the Logistics team

• Act as a proactive point of reference for internal teams and global B2B customers

• Support daily pre- and post-sales activities, including:

  • Price list creation and communication

  • Product information and technical support

  • Order processing (accurate and timely)

  • Pre-shipment coordination

• Develop and implement initiatives to ensure a consistently high level of service

• Liaise with the Regional Demand Planning team to meet order and customer demand requirements

• Manage disputes, notifications, and escalated customer service cases

• Coordinate with Accounts Receivable regarding account maintenance, payment issues, and customer inquiries

• Issue credit notes for quantity/price discrepancies and deferred discounts

• Support the Sales team with effective, regionally focused solutions

• Perform additional customer service and administrative tasks as required by the CS Manager

What We’re Looking For:

• High level of precision and reliability

• Strong interpersonal and communication skills

• Fluency in English

• Previous experience in B2B customer service

• Strong problem-solving abilities

• Excellent organizational and prioritization skills

• Flexible, multitasking mindset

• Team player with the ability to work independently

• Proficiency in Microsoft Office (Excel and Word)

• Ability to thrive in an international, multicultural environment

• Capacity to contribute to planning and strategic initiatives

• Strong sense of ownership and accountability, particularly in project execution

Videndum Mindset:

Our commitment is founded on a set of core values that form the Videndum Mindset:

• Exceptional Product Performance

• Customer Focus

• Leading a Fast Changing Market

• Global Capability

• Transparency, Integrity and Respect

• Environmental Consciousness

Health and Safety is at the forefront of everything we do at Videndum:

All employees are expected to take care for their own health and safety and that of others who may be affected by their acts or omissions in accordance with the Company health and safety policy by using correct tools, processes and Personal protective equipment and not perform any function unless appropriately trained and authorised.

Our approach to diversity follows a strict policy of sourcing the best person for the role irrespective of race, gender, age, religion, sexual preference, or disability. Our Code of Conduct sets out an express prohibition on discrimination of any kind.