Customer Service Team Lead

3 settimane fa

LAINATE Lombardia MI, Italia Manpower A tempo pieno

Manpower is recruiting a Customer Service Team Lead for a leading multinational company based in Lainate.

What You’ll Do

This role leads the European Customer Service team, which is responsible for customer care for intercompany and export distributor orders, imports/exports management activities and order processing for export distributor orders across Europe. As team lead, close collaboration with the European head of Logistics and European Primary Transport lead is key. They will work together on strategy topics and performance excellence topics. Next to being the lead, this role will also handle customer care activities for customers and support on import/export processes for the customers in scope.

Role and Responsibilities

- Fulfilling the role of SPOC to receive all questions regarding orders and align with the right teams to get the answers

- Inform all customers in case of issues of outstanding orders (e.g. delays)

- Perform import/exports management processes

- Collaborate with customers to improve performance

- Collaborate with customers (ICY/Export) on strategic topics to improve future performance

- Manage Customer Service team and responsible for escalations flagged by the team

- Act decisively on ad-hoc queries raised by the team or customers

- Report to Customer Service & Logistics Director Europe on performance and collaborate on strategic and excellence topic

Functional Skills

- Experience in FMCG sector

- Understanding of order-to-delivery process

- Strong knowledge of Excel and MS Office

- Professional proficiency in English, Italian is a plus

- Knowledge with supply chain operations and service KPIs.

- ERP systems (SAP), CRM tools

- Bachelor Degree or equivalent, preferably in Management, Business, Logistics, or related field

- +5 years experience in customer service field

- Experience in Plan & Deliver Field

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