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Customer Service Team Lead
1 settimana fa
Meaningful Work From Day One
This position will lead the Customer Service Team, ensuring a reliable and professional customer care throughout the entire process, from order taking via record management in the ERP System SAP to Invoice Issuance. Standard Order Administration as well Exception Management such as e.g. customer complaints and product allocation supervision are in scope. By relying on existing IT tools and our Logistics Service Providers in Italy, the person must be in constant search for Process Optimization and Customer Service Level Improvement.
This position will perform standard order processing tasks (80% of the role) as well as Customer Service Team lead and coordination (20% of the role). The customer Service Team Leader reports to the Supply Chain Manager.
This an office/hybrid role out of our office in Milan.
What You Can Expect
Customer Service Team Lead and Coordination
Customer Service Team Lead: Team management, Define and Monitor objectives, Ensuring the training and integration of new employees
Optimization of Customer Service Process, particularly through the deployment of EDI with our customers and the optimal use of SAP
Being the preferred point of contact for all Customer Service topics both internally and externally
Monitoring customer service levels and implementing corrective actions with logistics providers and / or customers
Ensuring the administrative follow-up is properly conducted by the team: Follow-up of Promotional campaigns, Litigation and Penalties
Administration of Sales Orders and Customer Litigation
Receive and process orders from customers in SAP – Order to cash process
(e.g. issuing pro-forma invoices, dispatch notes, VAT invoices, credit invoices)
Evaluate/manage specific orders (orders on hold, etc.)
EDI management & workflow (EDI exception failures)
Product allocation management
Tracking of possible discrepancies in delivery of goods to customers and processing order corrections
Customer requests/complaints management
Managing third party logistics activities and prioritization (picking & delivery)
Daily communications with 3PL and other suppliers to follow up on logistics issues
What You Bring to the Table
Demonstrable experience in customer service
Team management experience
Very good communication skills
Solid knowledge of – SAP
IT literate (good knowledge in MS Excel)
Analytical skills
Fluent in English and Italian
What Makes You Unique
Building Customer service teams and processes from scratchWho We Are
We believe great people build great brands. And we know there is Nothing Better in the Market than a career at Brown-Forman. Being a part of Brown-Forman means you will grow both personally and professionally. You will have the opportunity to solve problems, seize opportunities, and generate bold ideas. You will belong to a place where teamwork matters and where you are encouraged to bring your best self to work.
Many Spirits, One Brown‑Forman - We believe that an inclusive culture, one that values the diversity and unique perspective of each individual, allows us each to bring our best self to work and leads to greater teamwork, creativity, and trust.
Cultivating a Caring Culture - We know that our strong culture is one of the many reasons people love working at Brown‑Forman.
Nothing Better - At Brown‑Forman, we craft products known for bringing people together. Our employees have made us what we are today and are the reason for our success. Do not just take our word for it. Brown‑Forman is consistently recognized as a Great Place to Work® in countries around the world.
What We Offer
Total Rewards at Brown-Forman is designed to engage our people to ensure sustainable and profitable growth for generations to come. As a premium spirits company, we offer equitable pay structures for individual and company performance alongside a premium employee experience. We offer a range of premium benefits that reflect our company values and meet the needs of our diverse workforce.
Brown-Forman Corporation is committed to equality of opportunity in all aspects of employment. It is the policy of Brown-Forman Corporation to provide full and equal employment opportunities to all employees and potential employees without regard to race, color, religion, national or ethnic origin, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other legally protected status.
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