Customer Service Manager
4 settimane fa
We are a dynamic company in the premium accessories and watch industry, dedicated to delivering unparalleled products and experiences to our customers worldwide. In order to expand our team, we are looking for a precise and experienced Customer Service Manager to join us in our Milan office.
D1 Milano is an Italian Watch Brand with over 3 million people visiting our website every year, more than 800 POS worldwide, more than 500K social community and over 120 000 watches sold each year.
Position Overview: The Customer Service Manager will be responsible for overseeing teams of customer service representatives, answering customer questions and resolving problems, setting team goals, monitoring progress, and onboarding and training staff members.
Responsibilities:
Oversee and manage all customer service activities across B2B and B2C channels, ensuring prompt, accurate, and high-quality responses to inquiries, complaints, and requests;
Develop and implement customer service policies and procedures to improve client satisfaction and streamline customer interactions;
Coordinate with sales, logistics, and supply chain teams to ensure the timely and accurate processing of orders, returns, and exchanges for both B2B and B2C clients;
Monitor and optimize the sales operations flow, identifying areas for process improvement to enhance order accuracy, reduce delays, and ensure high service standards;
Lead and train a team of customer service representatives, providing coaching on best practices for managing B2B and B2C client relations and order processing;
Conduct regular performance reviews and establish performance metrics, fostering a culture of continuous improvement and accountability within the team;
Act as the main point of contact for key B2B clients, ensuring their unique needs are met and that they receive personalized service and support;
Build and maintain long-term relationships with B2B clients, working closely with the sales team to understand and anticipate client requirements;
Analyze customer service metrics, sales flow data, and client feedback to identify trends, pain points, and opportunities for improvement;
Provide regular reports to senior management on customer service performance, client satisfaction, and operational efficiency;
Collaborate with marketing, sales, and product development teams to align customer service initiatives with brand goals and sales strategies;
Ensure seamless communication across departments to support promotions, product launches, and client-specific projects.
Candidate Profile:
The candidate must have an excellent knowledge of the English language, written and spoken. High precision, organization, problem solving, the ability to work independently and in a team, and a critical and observational spirit complete the profile. The candidate must be able to adapt successfully to diverse situations and integrate seamlessly into the company culture. Presence in the office is required.
Place of work: Milan
Sector: Watchmaking
Seniority level Mid-Senior level
Employment type Full-time
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