Customer Service Manager
2 giorni fa
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 Management · Lead 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 Leadership · Manage 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 & Reporting · Continuously 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 Collaboration The role interacts daily with: · Sales & Key
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Customer service specialist
1 settimana fa
Milano, Italia Customer Services & Call Center A tempo pienoWe are looking for a Customer Service professional to ensure effective logistic and administrative management of the customers/region under his/her responsibility, providing them the level of service agreed. Act as the customer’s Single Point of Contact for every non-commercial issue. Responsibilities Manage sales orders from their reception until the...
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Customer Service Specialist
5 giorni fa
Milano, Italia Customer Services & Call Center A tempo pienoWe are looking for a Customer Service professional to ensure effective logistic and administrative management of the customers/region under his/her responsibility, providing them the level of service agreed.Act as the customer's Single Point of Contact for every non-commercial issue.ResponsibilitiesManage sales orders from their reception until the product...
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Customer Service Manager
1 settimana fa
Milano, Italia Momentive A tempo pienoOverview Job Title: Customer Service Manager In this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing...
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Logistics & SAP Customer Service Specialist
1 settimana fa
Milano, Italia Customer Services & Call Center A tempo pienoA logistics company in Milan seeks a Customer Service professional responsible for effective management of customer orders and service incidents. You will manage sales orders from reception to delivery, ensuring compliance with service agreements and data management. The ideal candidate has experience in Customer Service, works in an SAP environment, and is...
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Customer Service Manager
2 settimane fa
Milano, Italia IMILE ITALY S.R.L. A tempo pienoCustomer Service Manager: **Responsibilities**: 2. Keep records of customer interactions, handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution; 3. Monitor customer service metrics, analyze causes and implement plan for improvement 4. Routinely analyze NSS (Consumer Satisfaction),...
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Customer Service Manager
3 giorni fa
Milano, Italia Azienda Anonima A tempo pienoWe 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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Customer Service Manager
4 giorni fa
Milano, Italia Ingenico Group A tempo pienoCustomer Service Manager Date: Sep 25, 2025 Company: Location: Milano, IT, 20157 Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments...
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Customer Service Manager
2 giorni fa
Milano, Italia Azienda Anonima A tempo pienoWe 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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Customer Service Manager
1 settimana fa
Milano, Italia Ingenico Group A tempo pienoCustomer Service Manager Date: Sep 25, 2025 Company: Location: Milano, IT, 20157 Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs,
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Customer Service Manager
4 giorni fa
Milano, Italia Spring Italy A tempo pieno**Client Description**: Per nostra importante azienda cliente operante nel settore Produzione e Vendita di Elettrodomestici, siamo alla ricerca di una figura di Customer Service Manager **Responsibilities**: La risorsa a diretto riporto del Customer Service Director avrà le seguenti responsabilità: - Gestione e soddisfazione del cliente, canale...
