Customer Service Manager at Momentive Performance Materials

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

Job Title: Customer Service Manager – Assago, LOM, Italy (Full-Time, OnSite)
Role Overview: This role manages support and develops Customer Service Representatives, ensuring day-to-day execution of Customer Service operations, monitoring team performance, and contributing to a positive workplace environment.
Responsibilities
- Manage, develop, and monitor the Customer Service team in line with Momentive 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, emphasizing customer focus, intimacy, and communication.
- Manage specific issues and alert management of 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 continuous improvement plans.
- Use the Customer Service KPIs dashboard to pilot activity, monitor performance, and communicate to stakeholders.

Qualifications
- Bachelor's degree or equivalent experience.




- Fluent in English.
- Strong business acumen with deep knowledge of the Order-to-Cash process and advanced SAP expertise.
- Leadership experience in customer service or related industry role.
- Exemplary oral and written communication skills.
- Strong organization skills and attention to detail with ability to adapt to changing priorities.
- Project Management skills, analytical capability, and IT savvy.
- Excellent presentation skills and effective communication at all levels.
- Robust soft skills, emotional intelligence, and self-awareness.
- Ability to influence people beyond direct reporting structure and manage stakeholder relationships at senior level.

Preferred Qualifications
- 3+ years of Customer Service managerial experience.
- Experience in the chemical industry.
- CI/Six Sigma/Lean solid Project Management experience.
- Proficiency in a third language (strong written and verbal c

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