Customer Service Manager

For our Supply Chain Department, based in Milan (Italy), we are looking for a:

CUSTOMER SERVICE MANAGER

The Customer Service Manager is responsible for building strategic customer relationships, implementing the company’s customer service strategy and coordinating with internal business partners to improve customer service, all while optimizing the balance across service, costs and cash. This role oversees the management of the daily activities of the customer service team. The Customer Service Manager helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service.

The main accountabilities of the Customer Service Manager are:

Manage a team of Customer Service Representatives to drive delivery of exceptional customer service, specifically:

• Coach and motivate Customer Service Representatives to meet KPI targets.
• Identify and implement ways to increase overall team performance and efficiency.
• Administer annual reviews and performance improvement plans.
• Help formulate and implement policies and procedures to drive service-level improvements.
• Ensure the team has the knowledge and skills to meet customer expectations.
• Collaborate with other Customer Service Managers to ensure alignment on best practices.

Implement joint value creation opportunities with key customers, specifically:

• Communicate with and visit customers regularly to understand their expectations and market conditions.
• Help execute customer collaboration initiatives, including vendor-managed inventory.
• Represent the voice of the customer internally, and drive customer-centricity across the customer service team.

Drive change and continuous improvement throughout the customer service organization, specifically:

• Drive a culture of continuous improvement among Customer Service Representatives.
• Identify and escalate service gaps, recommending solutions to the Customer Service Director.
• Be well-versed in company objectives, and take action to drive achievement of those objectives.
• Coach Customer Service Representatives on the implementation of process improvement initiatives.

Exemplify and drive adherence to quality, safety and compliance standards, specifically:

• Model adherence to quality, compliance and/or safety requirements, and monitor the team’s adherence to these standards.
• Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
• Report any quality, safety or compliance incidents to the appropriate individuals, and take immediate corrective action.

The ideal candidate for this position has the following minimum knowledge and experience:

• Bachelor’s degree in supply chain management, logistics, business administration, engineering or a related field. An MBA, master’s degree or equivalent experience in a related field is preferred.
• Five to seven years’ experience in customer service and/or order management and three or more years prior supervisory/managerial experience.
• Knowledge of Office and SAP
• Speaks fluent English.
• Spanish highly recommended and other languges will be a plus

The ideal candidate for this position will exhibit the following skills and competencies:

• Communication skills, including verbal, written and presentation
• Interpersonal skills, including relationship-building and persuasion
• Analytical and problem-solving skills
• Project management skills, including the ability to prioritize work
• Ability to coach and advise team members