Customer service manager industria b2b
2 giorni fa
We are supporting a fast-growing consumer goods company in the search for aCustomer Service Manager B2 B & B2 CThe 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.B2 B 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 B2 B KPIs (order accuracy, response times, service level, partner satisfaction).· Maintain and evolve process documentation and initiate optimization plans.B2 C Customer Care (E-commerce & Loyalty)· Manage the B2 C 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.· 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.Plan shifts, priorities, service standards, and training programs.· Lead initiatives to enhance systems (CRM, ERP, ticketing) and streamline workflows.· Prepare management reports and insights supporting business decisions and service evolution.Sales & Key Account Management – partner support and commercial alignment· E-commerce – checkout, payments, order flow· Marketing & Loyalty – customer insights, campaigns, retention programs· IT / UX – digital issues, bugs, customer journey optimization· 10+ years of experience in customer service roles, including leadership responsibility.· Strong command of English; a second European language is a plus.· Solid hands-on experience with CRM and ERP platforms (Salesforce and SAP preferred).· Knowledge of omnichannel customer care and e-commerce support processes.· Improved order quality and post-sales handling.· More efficient workflows across customer service, logistics, sales, and e-commerce.· Scope: B2 B + B2 C service, multi-site organization FMCG· Milan HQ, hybrid work model (1–2 days/week remote)·
-
Customer Service Manager
6 giorni fa
Milan, Italia Azienda Anonima A tempo pienoWe 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-...
-
Customer Service Manager
1 settimana fa
Milan, Italia Azienda Anonima A tempo pienoWe 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...
-
Customer Service Manager
1 settimana fa
Milan, Italia Azienda Anonima A tempo pienoWe 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-...
-
Customer Service Manager
7 giorni fa
Milan, Italia Azienda Anonima A tempo pienoWe 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-...
-
Customer Service Manager
6 giorni fa
Milan, 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-...
-
Customer Service Manager
1 settimana fa
Milan, 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-...
-
Customer Service Manager
5 giorni fa
Milan, Italia Altro A tempo pienoWe are supporting a fast‑growing consumer goods company in the search for a Manager who 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...
-
Customer service manager
2 giorni fa
Milan, Italia Azienda Anonima A tempo pienoWe are supporting a fast-growing consumer goods company in the search for aCustomer Service Manager B2 B & B2 CThe 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
5 giorni fa
Milan, Italia Azienda Anonima A tempo pienoWe are supporting a fast-growing consumer goods company in the search for aCustomer Service Manager B2 B & B2 CThe 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 Experience
5 giorni fa
Milan, Italia Altro A tempo pienoA leading consumer goods company is searching for a Manager to oversee service operations in Milan. The role entails leading both B2B and B2C teams, ensuring operational excellence, and driving continuous improvement in service processes and KPIs. Candidates should have over 10 years of customer service experience, particularly in FMCG, along with strong...
