Job Title: Customer Service Manager – Assago, LOM, Italy (Full-Time, OnSite)

Role Overview: This role manages support and develops Customer Service Representatives, ensuring day-to-day execution of Customer Service operations, monitoring team performance, and contributing to a positive workplace environment.

Responsibilities

- Manage, develop, and monitor the Customer Service team in line with Momentive values, strategy, and policies.
- Ensure an effective and efficient Order-to-Cash process to maximize efficiency and service level.
- Coach and develop Customer Service agents, emphasizing customer focus, intimacy, and communication.
- Manage specific issues and alert management of associated business risks.
- Monitor queues and backlog (distressed orders/holds/open Customer Claims).
- Act as the referent for the commercial organization: account managers positions.
- Execute continuous improvement plans.
- Use the Customer Service KPIs dashboard to pilot activity, monitor performance, and communicate to stakeholders.

Qualifications

- Bachelor's degree or equivalent experience.
- Fluent in English.
- Strong business acumen with deep knowledge of the Order-to-Cash process and advanced SAP expertise.
- Leadership experience in customer service or related industry role.
- Exemplary oral and written communication skills.




- Strong organization skills and attention to detail with ability to adapt to changing priorities.
- Project Management skills, analytical capability, and IT savvy.
- Excellent presentation skills and effective communication at all levels.
- Robust soft skills, emotional intelligence, and self-awareness.
- Ability to influence people beyond direct reporting structure and manage stakeholder relationships at senior level.

Preferred Qualifications

- 3+ years of Customer Service managerial experience.
- Experience in the chemical industry.
- CI/Six Sigma/Lean solid Project Management experience.
- Proficiency in a third language (strong written and verbal communication skills) in addition to fluent English and Italian.

What We Offer

Base Pay Range: 43,800 - 64,240 Euros, with competitive variable incentive compensation governed by the Company’s plans.

Benefits include competitive total rewards, development programs, and an inclusive culture fostering belonging and career opportunities.

Equal Employment Opportunity Statement

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.

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📌 Customer Service Manager at Momentive Performance Materials (Assago)
🏢 Momentive Performance Materials
📍 Assago