Customer Service Manager industria B2B

5 giorni fa

Milano, Italia Azienda Anonima A tempo pieno

We are supporting a fast-growing consumer goods company in the search for a
Customer Service Manager B2 B & B2 C
The manager will lead the end-to-end service operations across both business channels. The role reports directly to the Commercial Director and is accountable for delivering an outstanding customer experience, ensuring operational excellence in pre- and post-sales activities, and driving continuous improvement across processes, systems, and service KPIs.
B2 B Partner Service Management
· Lead and develop the team supporting national and international commercial partners.
· Oversee the full order-to-delivery cycle, including after-sales support, claims, returns, and communication with pharmacies, distributors, agents, and key accounts.
· Act as the operational counterpart to the Sales organization for strategic customers.
· Ensure seamless coordination between Customer Service, Sales Operations, and Logistics.
· Track and analyze B2 B KPIs (order accuracy, response times, service level, partner satisfaction).
· Maintain and evolve process documentation and initiate optimization plans.
B2 C Customer Care (E-commerce & Loyalty)
· Manage the B2 C service team across all channels (email, ticketing, chat, phone, social).
· Handle all customer requests related to orders, deliveries, payments, returns, refunds, loyalty programs, and UX issues.
· Collaborate with E-commerce, Marketing, and UX to identify recurring issues and propose solutions.
· Establish service guidelines and workflows to reduce workload and accelerate resolution times.
· Ensure service readiness during product launches, campaigns, and peak periods.
· Support commercial initiatives through cross-selling and up-selling opportunities.
Plan shifts, priorities, service standards, and training programs.
· Lead initiatives to enhance systems (CRM, ERP, ticketing) and streamline workflows.
· Prepare management reports and insights supporting business decisions and service evolution.
Sales & Key Account Management – partner support and commercial alignment
· E-commerce – checkout, payments, order flow
· Marketing & Loyalty – customer insights, campaigns, retention programs
· IT / UX – digital issues, bugs, customer journey optimization
· 10+ years of experience in customer service roles, including leadership responsibility.
· Strong command of English; a second European language is a plus.
· Solid hands-on experience with CRM and ERP platforms (Salesforce and SAP preferred).
· Knowledge of omnichannel customer care and e-commerce support processes.
· Improved order quality and post-sales handling.
· More efficient workflows across customer service, logistics, sales, and e-commerce.
· Scope: B2 B + B2 C service, multi-site organization FMCG
· Milan HQ, hybrid work model (1–2 days/week remote)
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