Customer Service Team Lead

**Ready to take a fresh step in your career?**- ** About Perfetti Van Melle**- At Perfetti Van Melle we’re all about creating sweeter moments for all We are the world's second largest Sugar Confectionery company - an Italian family-owned business formed over 120 years ago. It has continuously grown and innovated to be the company it is today, with over 18,000 people across 38 operating companies, and products enjoyed in over 150 countries.-
- Our colleagues in the of the** European Plan & Deliver CoE**are eager to team up with you to make sure everyone can enjoy our delicious freshmakers and sweets every single day.

** Where we need you**:

- Job Title: _Customer Service Team Lead_
- Location: _Lainate, Via Clerici_
Contract: _Permanent, Full Time_
Reporting to: _Customer Service & Logistics Director Europe_- This role leads the European Customer Service team, which is responsible for customer care for intercompany and export distributor orders, imports/exports management activities and order processing for export distributor orders across Europe. As team lead, close collaboration with the European head of Logistics and European Primary Transport lead is key. They will work together on strategy topics and performance excellence topics. Next to being the lead, this role will also handle customer care activities for customers and support on import/export processes for the customers in scope.

** Your core responsibilities at a glance**:

- Fulfilling the role of SPOC to receive all questions regarding orders and align with the right teams to get the answers
- Inform all customers in case of issues of outstanding orders (e.g. delays)
- Perform import/exports management processes
- Collaborate with customers to improve performance-
- **Additional responsibilities for lead role**:

- Collaborate with customers (ICY/Export) on strategic topics to improve future performance
- Manage Customer Service team and responsible for escalations flagged by the team
- Act decisively on ad-hoc queries raised by the team or customers
- Report to Customer Service & Logistics Director Europe on performance and collaborate on strategic and excellence topic-
- **The ingredients of Perfetti Van Melle - is this your flavor?**
- We are **Taste Makers in Candy** As the **third-largest confectionery company in the world** - and the **second in Europe** - we’re on a journey to become the best in making candy. And we need great colleagues to make that happen.
- What makes us unique:

- **Empowering** - Growth and development opportunities tailored to you.
- **Fun** - A family-like culture, team events, and yesa candy factory
- **Innovation** - Active engagement in topics like health, sustainability, and food safety.
- **Dynamic** - With operations in 30+ countries and exciting new acquisitions, we’re constantly evolving.-
- **The ideal recipe for our new Costumer Service Team Lead**
- **Required skills**:

- Experience in FMCG sector
- Understanding of order-to-delivery process
- Strong knowledge of **Excel** and** MS Office**
- Professional proficiency in **English,**Italian is a plus
- Knowledge with supply chain operations and service KPIs.
- ERP systems (SAP), CRM tools-
- Bachelor Degree or equivalent, preferably in Management, Business, Logistics, or related field
- +5 years experience in customer service field
- Experience in Plan & Deliver Field-
- **Soft skills**:

- Stakeholder management
- Team management skills
- Ability to manage and meet deadlines and multi-task daily activities-
- **We offer**:

- A dynamic, hybrid working environment within our Center of Excellence
- The chance to make a tangible impact on global supply planning processes
- Opportunities for professional growth and cross-functional collaboration
- A culture that values innovation, inclusion, and continuous improvement- At **Perfetti Van Melle**, we believe the strength of our team lies in diversity. We create a workplace where everyone feels welcome, respected, and empowered to grow.