Job Description
Back Office Agent
Lorena Canals · Barcelona (Hybrid)
At Lorena Canals, an international leading brand in home & kids decoration and a pioneer in washable rugs, we are looking for a Back Office Agent to strengthen our team, supporting both B2B clients and B2C customers.
The purpose of this role is to ensure operational excellence across order management, customer data accuracy, and day-to-day coordination between customers and internal teams. You will act as a key link between Sales, Logistics, Finance, and E-commerce, ensuring smooth execution across all channels.
Main responsibilities
B2B Order & Client Management
• Manage B2B orders from entry to delivery, ensuring accuracy and compliance with agreed commercial conditions.
• Maintain and update B2B customer records, including pricing, addresses, contacts, and terms.
• Act as the main point of contact for B2B clients regarding order status, documentation, and operational queries.
• Coordinate with Logistics, Finance, and Sales teams to resolve order, delivery, or invoicing issues.
• Generate, update, and maintain product masters for B2B clients, including product attributes, descriptions, pricing, measurements, and logistical information, ensuring consistency across internal systems and commercial materials.
B2C Customer Support
• Manage customer inquiries related to orders, deliveries, returns, products, and general questions.
• Provide clear, empathetic, and efficient responses through email and other customer service channels.
• Follow up on incidents to ensure timely resolution and customer satisfaction.
• Identify recurring issues and share insights with the team to help improve processes and service quality.
Back Office & Operations Support
• Ensure data accuracy across internal systems such as ERP, CRM, Shopify, or similar platforms.
• Support internal teams with administrative and operational tasks related to customers and orders.
• Contribute to process optimization and documentation to improve efficiency and scalability.
Profile We Are Looking For
• Strong organizational skills, attention to detail, and a high standard of operational execution.
• Ability to work cross-functionally with Product, Sales, Logistics, Finance, and E-commerce teams.
• Proactive, solution-oriented mindset with a customer-focused approach.
• Previous experience in a Back Office, Customer Service, or Operations role, ideally in an omnichannel or international environment.
• Experience working with ERP systems, e-commerce platforms, Hubspot and Google Workspace.
• Strong written communication skills.
• Business-level English proficiency, both written and spoken. Additional languages are a plus.
