Job Title:

Customer Service Manager

Summary:
In this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals.

Please note that this role requires on-site presence five days per week, Monday through Friday.

Please submit an English version of your resume when completing your application.

Responsibilities Include:
- Ensure the management, development, and monitoring of the Customer Service team with respect to all Momentive values, strategy, and policies;
- Ensure an effective and efficient Order to Cash process to maximize efficiency and service level;
- Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy, and communication;
- Manage specific issues and alert the management of the 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 business Continuous Improvement plans;
- Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team, and communicate to the main stakeholders.
- Other duties as assigned

Qualifications:
The following are required for the role
- Bachelor's degree, or equivalent experience
- Fluent English is required
- Functional: Strong business acumen with deep knowledge of the Order to Cash process; advanced SAP expertise; a customer-focused mindset; and leadership experience in customer service or a related industry role.
- Technical: Must possess exemplary oral and written communication skills; Must have strong organization skills and be detail-oriented with the ability to adapt to changing priorities with a customer

📌 Customer Service Manager (Milano)
🏢 Momentive
📍 Milano