Customer service manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78adw4

Customer Service Manager In this role, you will manage support and develop Customer Service Representatives, ensuring the day‐to‐day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals. Please note that this role requires on‐site presence five days per week, Monday through Friday. Responsibilities Ensure the management, development, and monitoring of the Customer Service team with respect to all company values, strategy, and policies. Ensure an effective and efficient Order to Cash process to maximize efficiency and service level. Coach and develop Customer Service agents to emphasize their customer focus, customer intimacy, and communication. Manage specific issues and alert management to associated business risks. Monitor queues and backlog (distressed orders/holds/open Customer Claims). Act as the referent for the commercial organization: account managers positions.



Execute business continuous improvement plans. Use the Customer Service KPIs dashboard to pilot the activity, monitor team performance, and communicate results to main stakeholders. Other duties as assigned. Qualifications Bachelor's degree or equivalent experience. Strong business acumen with deep knowledge of the Order to Cash process; advanced SAP expertise; customer‐focused mindset; and leadership experience in customer service or a related industry role. Excellent oral and written communication skills; strong organization skills; detail‐oriented; adaptable to changing priorities with a customer‐oriented mindset. Project management skills; strong analytics capability; IT savvy; excellent presentation skills; ability to communicate effectively at all levels internally and externally; robust soft skills; emotional intelligence and self‐awareness. Soft power within the organization—abil

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78adw4