"Customer Service Operations Manager"

2 settimane fa

Italia Asics Italia S.R.L. A tempo pieno

Job Summary

We are seeking a highly skilled Customer Service Team Lead: Strategic Planner to join our team at Asics Italia S.R.L. in Customer Service. As a key member of our Operations team, you will be responsible for providing top-quality service to improve customer satisfaction by managing processes and supporting commercial policies.

Key Responsibilities

  • Organize and coordinate the Customer Service Team workload, redirecting activity as appropriate to maximize work efficiency.
  • Manage, motivate, and develop a multi-cultural Customer Service Team by providing clear guidance and direction through goal setting and regular performance reviews.
  • Monitor the performance of direct reports, providing leadership, coaching, and support as necessary to meet individual development goals and short- and long-term company goals.
  • Monitor orders and disputes. Create reports and analysis to support customer service.
  • Lead by example and foster a culture of high performance within the team. Ensure team adherence to Service Level commitments and KPIs.
  • Support and, where necessary, undertake the activities of the Customer Service Team to ensure that departmental activities are delivered in a timely manner.
  • Support communication towards Customers by sending regular emails/newsletters on important deadlines, new product launches, ongoing strategies, etc.
  • Act as the central point of contact when the Customer Service Team members handle escalated complaints by taking responsibility for the overall outcome of the situation.
  • Drive an elevated level of communication between various departments, European HQ, and the distribution center. Keep updated on new developments in customer service, strategic company decisions, and processes and communicate them to the Customer Service team.
  • Facilitate exchanges with sales teams and enforce relevant meetings to manage expectations and seek continuous improvement.

Requirements

  • Bachelor's degree in a related field.
  • 5-6 years of professional experience. Minimum of 5 years in a related field or similar position.
  • Excellent level of MS Office and excellent usage of reporting tools.
  • Excellent analytical skills.
  • Excellent working knowledge of SAP FMS (AFS) and supply chain processes advantageous.
  • Excellent local and English language skills, written and spoken. Effective communication, team building, leadership, and managerial skills.
  • Strong planning and organizational skills.
  • Excellent judgement and decision-making skills.
  • Customer-oriented.
  • Hands-on mentality.
  • Able to cope with changing priorities.
  • Outcome-oriented.
  • Excellent attention to detail.

About Us

We are Asics Italia S.R.L. And our five letters have meaning. 'Anima Sana in Corpore Sano' or a Sound Mind in a Sound Body. We're committed to supporting more people to experience the transformative power of movement.

We look forward to receiving your application online – just send your CV and motivation letter via our career page.

CUSTOMER SERVICE TEAM LEAD

Job Objective : To contribute to both short- and long-term strategic planning for the Wholesale business as a member of the Operations team by providing and developing top-quality service to improve customer satisfaction by managing the processes and supporting the commercial policies, ensuring they support business goals and adhere to local regulations and legalities. Also, organize, coordinate, and monitor the sales orders administration from orders reception to delivery and invoicing in line with the sales commercial policy. Manage the Customer Service Team to develop team members and ensure the right environment for maximum performance.

Key Accountabilities :

  • Organize and coordinate the Customer Service Team workload, redirecting activity as appropriate to maximize work efficiency.
  • Manage, motivate, and develop a multi-cultural Customer Service Team by providing clear guidance and direction through goal setting and regular performance reviews. Manage team resources, attendance, and absence to ensure sufficient cover to meet business needs.
  • Monitor the performance of direct reports, providing leadership, coaching, and support as necessary to meet individual development goals and short- and long-term company goals.
  • Monitor orders and disputes. Create reports and analysis to support customer service.
  • Lead by example and foster a culture of high performance within the team. Ensure team adherence to Service Level commitments and KPIs.
  • Support and, where necessary, undertake the activities of the Customer Service Team to ensure that departmental activities are delivered in a timely manner.
  • Support communication towards Customers by sending regular emails/newsletters on important deadlines, new product launches, ongoing strategies, etc. Provide support to the Head of O2C to ensure information flow is timely and accurate.
  • Act as the central point of contact when the Customer Service Team members handle escalated complaints by taking responsibility for the overall outcome of the situation. Conduct regular team meetings to ensure expedient communication of relevant information.
  • Drive an elevated level of communication between various departments, European HQ, and the distribution center. Keep updated on new developments in customer service, strategic company decisions, and processes and communicate them to the Customer Service team.
  • Facilitate exchanges with sales teams and enforce relevant meetings to manage expectations and seek continuous improvement. Run projects related to the Customer Service Team responsibilities to achieve customer satisfaction. Interact professionally with clients, building positive relationships.
  • Seek innovative ideas and strategies to improve the overall service to Customers and the Customer Service performance. Propose, initiate, and manage/support continuous improvement initiatives. Respect, enforce, and improve internal rules and procedures.

Job Requirements :

  • Bachelor's degree in a related field.
  • 5-6 years of professional experience. Minimum of 5 years in a related field or similar position.
  • Excellent level of MS Office and excellent usage of reporting tools.
  • Excellent analytical skills.
  • Excellent working knowledge of SAP FMS (AFS) and supply chain processes advantageous.
  • Excellent local and English language skills, written and spoken. Effective communication, team building, leadership, and managerial skills.
  • Strong planning and organizational skills.
  • Excellent judgement and decision-making skills.
  • Customer-oriented.
  • Hands-on mentality.
  • Able to cope with changing priorities.
  • Outcome-oriented.
  • Excellent attention to detail.

Behaviour :

  • Team player but able to work on own initiative.
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