Location
- Province of Monza and Brianza
- Job type:
- Permanent Tempo pieno
- Job ref:
- 012267

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, multi-function environment? Are you an experienced operational manager who can inspire a team and drive excellent performance?

Please note this role is based fully on-site in our Italian office in Monza and Brianza.

What You'll Be Doing:
This is a diverse role, and no two days are the same.
- Driving the day-to-day operation to ensure all Italian orders are shipped on time and all customer queries are handled promptly
- Leading a team of Customer Service Agents, ensuring they have the knowledge, tools and direction they need to provide excellent customer service
- Embed a continuous improvement framework, including timely complaint resolution and a plan to implement and report long-term fixes
- Develop communication and change management plans so your team are fully informed about new products and business initiatives




- Partnering with key stakeholders in Commercial to gather valuable feedback from our customers and improve the service offering
- Liaise with colleagues across Production, Regulatory, Quality, Supply Chain, Finance, IT and Marketing to ensure our customers are at the heart of decision-making
- Develop a reporting framework to ensure your team and the wider business have real-time visibility of performance versus our key metrics
- Support the Customer Service Director with the implementation and global rollout of the new CRM system and omnichannel platform

What Experience Do You Need:
- Strong Customer service (senior profile) experience required (3 years minimum)
- Motivational skills and ability to supervise and lead a team
- Fluent in Italian and Professional level of English:
- Able to work well under pressure
- Able to work on own initiative, self-starter and as part of a team
- Ability to work to tight deadlines with accuracy and detail
- Strong Excel sk

📌 Customer Service Manager Italy (Monza)
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📍 Monza