Customer Service Representative
About the job
- A bachelor's degree or anticipated completion date is required.
- Proficiency in relevant computer systems and software is required, including strong Excel skills.
- The ability to multitask and handle high-pressure situations is required.
- Attention to detail and accuracy are required.
- Empathy, patience, and a positive attitude are required.
- Excellent communication and interpersonal abilities are required.
- Strong problem-solving skills and the ability to resolve customer issues are required.
- Exceptional customer service skills with a strong focus on customer satisfaction are required.
- Serve as the initial point of contact for customer inquiries and issues, responding promptly, professionally, and empathetically.
- Identify and resolve customer concerns, ensuring satisfaction while partnering with sales representatives on pertinent customer communications.
- Assist customers with order processing, shipment tracking, and returns or exchanges.
- Follow customer orders through the full process, from receipt via phone, email, or electronic data transfer through order entry in the enterprise resource planning system, shipping, and invoicing.
- Maintain accurate records of customer interactions and inquiries.
- Collaborate with sales representatives, plant personnel, sales support, quality assurance, regulatory, logistics, and warehouse teams to resolve customer issues, escalating complex problems as needed.
- Build rapport and establish strong relationships with customers and sales representatives to anticipate and collaborate on future customer needs.
- Assist with preparing multiple reports and metrics to analyze departmental key performance indicators.
- Follow communication procedures, guidelines, and policies while maintaining a positive company brand image.
About the company
IRCA Group is a business-to-business supplier that manufactures and sells semi-finished pastry ingredients to professionals, including chocolates, creams, and jams used in artisanal pastries, cakes, and gelatos. Its products are semi-finished ingredients that workflows in professional kitchens rely on to create finished desserts. The company differentiates itself through a long heritage (founded in 1919), a broad portfolio of brands under one global umbrella, and a growth strategy fueled by strategic acquisitions (such as Dobla) and international expansion, supported by private equity ownership. IRCA’s goal is to scale its international presence, broaden its offerings, and unite renowned sweet-creation brands to serve customers in over 100 countries.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Gallarate, Italy
Founded
1919
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Simplify's Take
What believers are saying
- Revenue jumped from €370 million in 2021 to €1.5 billion today.
- CVC expects Q4 2026 close and more U.S. and EMEA expansion.
- The 2025 U.S. RENO X launch anchors domestic production and faster delivery.
What critics are saying
- CVC's €1.2 billion high-yield bond load raises refinancing pressure after closing.
- Needle-moving layoffs surfaced in Missouri and Kansas, signaling post-acquisition integration strain.
- A 2025 U.S. injury lawsuit against IRCA Group USA adds legal distraction.
What makes Irca Group unique
- IRCA spans 19 facilities, 7,000 products, and 100-plus countries.
- Domori, Joygelato, Dobla, and RENO X create category breadth across channels.
- Its B2B model serves artisanal pastry, foodservice, and industrial manufacturers.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Paid Vacation
Paid Holidays
Meal Benefits
Hybrid Work Options
Flexible Work Hours
Tuition Reimbursement
Professional Development Budget
Training Programs
Growth & Insights and Company News
6 month growth
↑ 45%1 year growth
↑ 45%2 year growth
↑ 56%CVC Capital Partners (“CVC”) and Advent today announced that CVC Capital Partners IX (“Fund IX”), has entered into an agreement to acquire Irca, a global B2B manufacturer of ingredient solutions for the food manufacturing, foodservice and artisanal channels, from Advent.
A fine raw material IRCA Group love working with, that leads IRCA Group to develop new products and to create new recipes that can enhance all its organoleptic properties to make its Clients enjoy its authentic taste.
Massimo Garavaglia, CEO of IRCA, added: “IRCA Group is delighted to partner with Kerry on this transaction and look forward to its successful conclusion.
CVC Credit is pleased to announce that it has committed senior and acquisition facilities to support Advent International’s acquisition of IRCA, a leading Italian producer of specialty ingredients for artisanal pastries, cakes and gelato.