You will lead the Customer Service team in Italy, composed of multiple professionals, with a cross-functional scope covering all customers and sales channels.
In this role, you will be accountable for delivering the Customer Service strategy, ensuring strong business impact and value creation. You will combine operational excellence, commercial mindset, and innovation, with full ownership of day-to-day business performance, balancing trade-offs across service, cost, customer priorities, and supply constraints.
You will work in a constantly evolving and increasingly automated environment, focused on enhancing the quality of service through qualitative analysis, process optimization, and system automation.
Your contributions to continuous improvement will be highly valued, and you will also have the opportunity to collaborate with the wider Commercial Area (Italy, France, and Iberia).
You will report to the Sales Operations Director Commercial Area South.
Act as a strategic business partner to Sales, Supply Chain, and Finance driving business performance through effective service,



prioritization, and decision-making
Manage trade-offs between service level, cost, availability, and customer value
Own Cost-to-Serve, ensuring the right balance between service and profitability, challenging when higher service levels are not justified
Manage the order portfolio holistically, considering customer value, SLAs, profitability, and operational constraints, defining and enforcing prioritization and allocation rules aligned with commercial strategy
Ensure fast, consistent, and transparent decisions, especially in constrained scenarios, translating business priorities into execution discipline
Act as the primary point of contact for customers, representing the company and the function, building and managing strong customer relationships, acting as escalation point when needed
Ensure excellent service across all channels (phone, email, digital) and high service performance (OTIF, l

📌 Operation & Customer Service Manager (Italia)
🏢 Electrolux Group
📍 Italia