Customer Service Manager
Pubblicato il 21-08-2026 - Biotecnologie - Farmacia - Chimica in Italia
Job Title:Customer Service ManagerSummary: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.Please submit an English version of your resume when completing your application.Responsibilities Include:Ensure the management, development, and monitoring of the Customer Service team with respect to all Momentive values, strategy, and policies;Ensure an effective and efficient Order to Cash process to maximize efficiency and service level;Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy,
and communication;Manage specific issues and alert the management of the 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 the performance of the team, and communicate to the main stakeholders.Other duties as assignedQualifications:The following are required for the roleBachelor's degree, or equivalent experienceFluent English is requiredFunctional: Strong business acumen with deep knowledge of the Order to Cash process; advanced SAP expertise; a customer-focused mindset; and leadership experience in customer service or a related industry role.Technical: Must possess exemplary oral and written communication skills; Must have strong organization skills and be detail-oriented with the ability to adapt to changing priorities with a customer-oriented mindset—Project Management skills, strong a