• You will manage the Customer Service team, ensuring a superior experience to customers while delivering services.
• You will monitor and analyze service level and quality KPI, customer feedback, as well as commercial and business performances (e.g., sales and order intake, quality assurance and cost control), to improve and maintain customer satisfaction, promptly identifying, proposing and deploying improvement actions.
• You will develop and implement qualitative standards to enhance customer intimacy and customer relationship management.
• You will work with Management, Sales and Supply Chain in setting the customer prioritization and defining rules for order allocation, in order to meet BU and business objectives.
• You will oversee and manage customer inquiries, order entry, and post-order activities, including resolving customer claims by partnering with key internal stakeholders.
• You will coach and develop the team and nurture a customer-centric culture as well as an environment where each resource can excel through encouragement and empowerment.
• You will oversee customer services processes, proposing and implementing continuous improvement initiatives.

• You hold a bachelor’s or master’s Degree in any subject or equivalent knowledge.
• You possess 5 years’ experience, including managing Customer Service teams and Customer Service KPIs.
• You demonstrate experience in structured international environments with advanced Customer Services processes and programs (ERP, CRM, etc.).
• Experience in the manufacturing/industrial sector will be considered a plus.
• You are instinctively focused on the customer, and hold a customer-centric approach.
• You show strong leadership skills: team management, drive, effective communication, ability to influence, negotiation.
• You hold strong relational skills and capability to collaborate with different functions and stakeholders.
• You possess strong analytical and problem-solving capabilities.
• You expose advanced knowledge of IT tools (e.g. Excel, Power Point) & experience with ERP/CRM tools.
• You are proficient in German and English.