Team Leader Customer Support Representative

Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving three primary markets - passenger vehicle, commercial truck, and off-highway equipment - Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.

**Position Summary**:
We're looking for a **Team Leader Customer Support** in Arzignano (VI) Location.

The position holder lead the CSR team in Arzignano, which currently consist of 3 employees. The position reports to the Inside Sales Manager (ISM) of EMEA and Americas regions.

Key responsibilities will be to maintain strong delivery performance and customer service levels as to be defined by measurable KPIs and to report these back to the ISM as required.

Furthermore, he/she will support and maintain the local database for new and existing customers within the ERP system and make changes to them according to the agreed procedures.

**Main Responsibilities**:
Lead and Coach the CSR Team. Plan work for the team, plan staffing, divide customers, product-lines and tasks across team.

Responsible for Customer data management procedures (pricing checks, addresses, contacts ) in close cooperation with customer account managers and the ISM.

Maintain and monitor high levels of Customer Service throughout the team along with tracking weekly, monthly, and quarterly performance and sales metrics, reporting to the ISM when required.

Understanding client needs and help offering solutions and support.

Fills orders by transferring orders to fulfillment, communicating expected delivery date. Help the team make priority decisions if needed.

Support the sales force in checking the backlog, using reports and develop metrics specifically aimed at effective management of customer orders.

Coordinate and monitor inside sales order flow: Inquiry, Quotes, Order Confirmation, picking list, packing list, invoice, schedule shipment. Work closely with Account Managers and Dealers / Distributors or Agents to constantly improve Customer Care approach

Work closely with the Logistic and Shipping dept in connection with shipment scheduling. Work closely with Logistics to establish a network of preferred forwarders with good pricing.

Help the team to manage independently conflicts of deadlines and priorities, reporting backorders and issues as required to the ISM.

Coach and mentor the CSR team in the implementation of new processes and procedures set by the ISM.

Main opportunities and challenges:
Challenges include: Must be able to handle many interests from various stakeholders in a fast paced environment.

**Job Requirements**:
**Education**:
University bachelor’s degree in Economic, Languages or similar

Professional background

Experience of at least 3 years in a similar position in a commercial back office of a structured / larger company for Sales, Procurement or similar;

At least 5 years experience as a team leader / “Senior” CSR or similar or 10 years working as Customer Service Representative in an international organization.

Extensive knowledge and experience about Shipments and Logistic, Incoterms, Forwarder relations, Import and Export regulations and related documents

Proven Leadership and Interpersonal skills

A strong sense of humor and creativity combined with flair of problem solving

Hard Skills

Essential:

- Excellent knowledge of the English language (at least B2 level);
- Strong computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
- Knowledge of Incoterms and Export
- Strong Communicator orally and in written text
- High Knowledge of ERP system (Preferably: SAP, Microsoft Dynamics AX or similar)
- High Knowledge of EDI (customers and/or suppliers)

Considered as a plus:
CRM (e.g. Salesforce or similar) experience

Other major languages / Chinese a big plus

Soft Skills:

- Ability to analyze and manage administrative activities
- Precision and accuracy
- Ability to multi-task, prioritize, and manage time effectively
- Excellent verbal and written communications skills
- Ability to work independently or as an active member of a team
- Goal-oriented
- Excellent organization skills

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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