Customer Service Manager

2 giorni fa

Brescia, Italia Azienda Anonima A tempo pieno

We are supporting a fast-growing consumer goods company in the search for a Customer Service Manager B2B & B2C 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. Main Responsibilities 1. B2B Partner Service ManagementLead 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 B2B KPIs (order accuracy, response times, service level, partner satisfaction). Maintain and evolve process documentation and initiate optimization plans.2. B2C Customer Care (E-commerce & Loyalty)Manage the B2C 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. Monitor B2C metrics (SLA, CSAT, FCR, churn, retention) and implement improvement actions. 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.3. People LeadershipManage and motivate teams across multiple locations. Plan shifts, priorities, service standards, and training programs. Develop capabilities and oversee performance evaluations for team members.4. Process Optimization, KPIs & ReportingContinuously monitor operational performance for both B2B and B2C channels. Define and track qualitative and quantitative KPIs. Lead initiatives to enhance systems (CRM, ERP, ticketing) and streamline workflows. Prepare management reports and insights supporting business decisions and service evolution.Cross-Functional CollaborationSales & Key

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    2 giorni fa

    brescia, Italia Azienda Anonima A tempo pieno

    We are supporting a fast-growing consumer goods company in the search for aCustomer Service Manager B2B & B2CThe 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-...

  • Customer Service Manager

    2 giorni fa

    Brescia, Italia Azienda Anonima A tempo pieno

    We are supporting a fast-growing consumer goods company in the search for aCustomer Service Manager B2B & B2CThe 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-...

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