Customer Service Team Lead

2 mesi fa

Milano, Lombardia, Italia Brown-Forman A tempo pieno

About the Role

This position will lead the Customer Service Team, ensuring a reliable and professional customer care throughout the entire process, from order taking via record management in the Enterprise Resource Planning (ERP) System to Invoice Issuance. Standard Order Administration as well as Exception Management, such as customer complaints and product allocation supervision, are in scope. By relying on existing IT tools and our Logistics Service Providers, the person must be in constant search for Process Optimization and Customer Service Level Improvement.

Key Responsibilities

  • Customer Service Team Lead: Team management, Define and Monitor objectives, Ensuring the training and integration of new employees
  • Optimization of Customer Service Process, particularly through the deployment of Electronic Data Interchange (EDI) with our customers and the optimal use of the ERP System
  • Being the preferred point of contact for all Customer Service topics both internally and externally
  • Monitoring customer service levels and implementing corrective actions with logistics providers and/or customers
  • Ensuring the administrative follow-up is properly conducted by the team: Follow-up of Promotional campaigns, Litigation and Penalties

Order Administration and Customer Litigation

  • Receive and process orders from customers in the ERP System – Order to cash process
  • (e.g. issuing pro-forma invoices, dispatch notes, VAT invoices, credit invoices)
  • Evaluate/manage specific orders (orders on hold, etc.)
  • EDI management & workflow (EDI exception failures)
  • Product allocation management
  • Tracking of possible discrepancies in delivery of goods to customers and processing order corrections
  • Customer requests/complaints management
  • Managing third-party logistics activities and prioritization (picking & delivery)
  • Daily communications with 3PL and other suppliers to follow up on logistics issues

About You

  • Demonstrable experience in customer service
  • Team management experience
  • Very good communication skills
  • Solid knowledge of the ERP System
  • IT literate (good knowledge in MS Excel)
  • Analytical skills
  • Fluent in English and Italian

About Us

We believe great people build great brands. And we know there is Nothing Better in the Market than a career at Brown-Forman. Being a part of Brown-Forman means you will grow both personally and professionally. You will have the opportunity to solve problems, seize opportunities, and generate bold ideas. You will belong to a place where teamwork matters and where you are encouraged to bring your best self to work.

Our Culture

We believe that an inclusive culture, one that values the diversity and unique perspective of each individual, allows us each to bring our best self to work and leads to greater teamwork, creativity, and trust.

Our Values

We know that our strong culture is one of the many reasons people love working at Brown-Forman.

Our Commitment

Brown-Forman Corporation is committed to equality of opportunity in all aspects of employment. It is the policy of Brown-Forman Corporation to provide full and equal employment opportunities to all employees and potential employees without regard to race, color, religion, national or ethnic origin, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other legally protected status.

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