Head of Customer Service

1 settimana fa

Offanengo, Italia Coesia A tempo pieno

**About GDM**
GDM, headquartered in Offanengo, Italy, is a worldwide leader in the tissue & hygiene industry, developing state-of-the-art converting and packaging lines.

GDM designs and manufactures turnkey integrated lines for the production of different disposable hygiene products, including baby diapers and pants, adult incontinence solutions and lady sanitary pads.

GDM is part of Coesia, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy.

Coesia has 141 operating units in 35 countries, a turnover of about 1.9 billion euros and over 8,000 employees.

**About the Role**
As the Head of Customer Service you’ll be responsible for developing the Customer Service business, maximizing customer satisfaction, through the provision of technical services (sales spare parts, upgrade & kits, service and digital Project).

You will be part of GDM leadership team and will direct and oversee the organization’s customer service operations.

You also will lead a team of 10 resources and will be responsible for its overall organization, adopting the best set-up for achieving the assigned targets.

Main responsibilities will include:

- Improve customer service experience, taking ownership of customers’ issues and driving them to a resolution
- Draft, implement, and execute policies and procedures to facilitate a quality customer service experience:

- Establish performance metrics for customer service representatives
- Identify updates and expansions to new technological equipment to improve customer service and retention
- Develop and implements methods to record, assess, and analyze customer feedback
- Ensure constant market monitoring in terms of value chain dynamics, current/potential customers, consumer trends, market intelligence
- Ensure the correct definition and maintenance of product/services price list in collaboration with Sales
- Act as a liaison between the customer service department and other divisions in the company

**What You Need to Be Successful**
- 5 years of Customer Service experience preferably in the industrial automation field such as automatic equipment (packaging, bottling, têxtiles, etc.), machine tools or industrial plant engineering
- operating in international markets
- strategic thinking and strong analytical skills
- effective communication and leadership
- fluent in English both written and oral. The knowledge of a second foreign language will be considered as a plus
- use of the main IT supports (Sap, Excel, Power Point, BI)
- availability to travel (40%/50%)
- Strong interpersonal skills: dynamism, autonomy, leadership attitude, result oriented
- Coesia is an equal opportunity employer and embraces diversity and inclusion._

Job Reference: CGS10942

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