POSITION SUMMARY The Customer Service Manager oversees and leads a team of Customer Service Representatives and Customer Service Leads who support the Italian business. The ultimate goal in this role is to provide coaching and feedback to our team members in order to promote personal growth and support as we seek to provide an effortless experience for our Customers. As this role supports a diverse group of internal and external customers it requires a fine balance of meeting customer needs and expectations along with company policy and procedures. Our Supervisors represent the voice of the customer for their teams and also serve as a platform to promote the customer experience by creating opportunities to educate,
create value through streamlined processes, and serving as a concierge of resources for both our employees and our customers. In addition to being a valued member of the Customer Service Management team, this role works with various stakeholders including Sales, Supply Chain, C&C; and Marketing to create an overarching approach to best in class customer service. KEY RESPONSIBILITIES Leads the customer service team in Italy that fully reflects the 4 pillars of the Customer Service Performance Excellence charter founded upon: Key measures in quality, responsiveness, productivity, expenses and customer satisfaction. Promoting and leading behaviors for service excellence. Deploying global hardware and software tools that improve key measures and behaviors. Re-imagining processes through ingenious collaboration to simplify our business for the customer and to continuously improve internal performance. Drive global initiatives, such as the customer satisfaction survey program, business continuity plans, customer service excellence training programs. reward and recognition to CS team members. Daily organisation of team duties. Understands and uses KPIs to drive improvements for both individual customer service representative and team performance. Utilises data to Identify training needs, deliver training plans to improve performance Maintains personal relationships and contacts with key customers, sales management, supply chain, C&C; and Marketing personnel to constantly look for ways to improve service levels. Act as the central contact for business escalation of issues impacting our customers To represent the “voice of the customer” during named business projects / new product launches/ new service offerings etc. Ensure all new starters are trained effectively, ensuring an induction plan is followed and updated Active participation in projects that drive team and customer improvement. Reports regularly on progress of all key initiatives to stakeholders. Ensuring the customer service department delivers good result through development and coaching of our teams Management of local customer service budget focused on moving customer service from a cost center to a profit center by contributing to the growth of Diversey and sales revenue ACADEMIC EDUCATION REQUIRED: Bachelor / University Degree REQUIRED KNOWLEDGE: Strong knowledge of SAP Strong English skills, written and verbal. SKILLS Recognized significant accomplishments in previous roles. Previous experience managing people. Experience of consistently maintaining accuracy whilst working within a highly pressurised environment. Proven leadership and time management skills whilst working within a team. COMPETENCY PROFILE Leadership experience with a proven record of success A positive passion for leading change A passion for developing others through effective coaching to strengthen the organization Demonstrated ability to work effectively with other functions and Divisions to develop and achieve common goals Ability to motivate everyone to want to do their best Solid process management skills. Understands complex workflows and has the ability to find ways to simplify them. Knows how to efficiently organize people and activities. Good analytical and problem solving skills. Ability to set priorities, create focus.
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POSITION SUMMARY The Customer Service Manager oversees and leads a team of Customer Service Representatives and Customer Service Leads who support the Italian business. The ultimate goal in this role [...]
Job Description Details We are looking for a Planner to join our Beauty team in Brugherio (Monza). It’s a fast paced and diverse role and when we say that two days are never the same, we’re no [...]
Job Description Details We are looking for a Planner to join our Beauty team in Brugherio (Monza). It’s a fast paced and diverse role and when we say that two days are never the same, we’re [...]
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