Customer Service Lead

Customer Service Lead

• BG and BU: Coffee, Petcare & Specialties
• Location: AF Lugo, Italy, on site role
• Function: Operations - Customer Service
• Line Manager: Customer Service Manager
• Contract Type: Permanent

Job Purpose

The primary role of the CS team lead is to provide first line support for both the customer service and external sales teams within the business. Key focus will be the leadership, support, and motivation of the customer service team, to achieve the departmental KPI’s and targets, whilst maintaining a standard of excellence in the provision of customer service both internally and externally. Where required, the Team Lead will be expected to manage a selected portfolio of accounts.

The Team Lead will also be expected to participate in any decision-making process relating to the structure, organisation, and management of the customer service team, making recommendations, as appropriate, for ongoing development and improvement. Beside of that the Team Lead will also be responsible for implementing required Business Group processes and guidelines.

Job Dimensions & Scope

INTERNAL AND EXTERNAL RELATIONSHIPS

Internal – Origination / Supply chain (including planning and logistics) / Technical / Internal Sales / Commercial and Amcor Management team.

External – Customers / External Sales / Suppliers

KEY DELIVERABLES

• Lead the Customer Service Team to build customer loyalty through positive customer engagement and service excellence.
• Identify, Implement and Maintain customer service processes, standards, and key deliverables to support the customer-centric organization.
• Partner with all functional areas within the organization to ensure a world class customer experience.
• Manage the team to consistently achieve agreed business targets and objectives.

Principal Accountabilities

• Provide first line support for Customer Service and external sales teams.
• Lead and motivate the Customer Service Team
• Identify and implement opportunities for people development.
• Assume overall responsibility for delivery of agreed KPI’s and targets within the CS team.
• Prepare and present monthly reports as required by the Customer Service Manager
• Review and improve existing processes and process controls.
• Identify and mitigate actual and/or potential risks.
• Support the introduction of new business.
• Manage the relationship between the team, plant functions and Plant General Manager

Principal Activities

• Manages change effectively and builds a successful team.
• Manage performance and development of team members.
• Enables improvements in service, quality, and cost and supports the delivery of the related KPI’s.
• Resolve service issues raised by the customer service team, liaising with relevant departments/external suppliers.
• Provide first line escalation for customers, account managers and internal departments, assisting in resolving any issues.
• DIFOT: Support the team to achieve and/or outperform against target.
• Finished Goods stock: maintain process to achieve targets.
• CDN’s: maintain process to achieve targets on response times and outstanding values.
• Provide monthly reports to Customer Service Manager.
• Delivers on the harmonization plan for the sites in scope.
• Runs performance reviews with key customers.
• Leads CI initiatives within scope of activities.
• CSAT survey improvements within scope of activity to demonstrate improved customer satisfaction.
• Evaluate and seek improvements to existing processes within the Customer Service Team
• Support the team in successfully integrating new business.

Qualifications/Requirements

Qualifications and Experience

• Over 5 years of experience in customer service, with a strong preference for experience within the manufacturing sector
• Strong communication skills in both English and Italian
• Proven experience in people management
• Good Excel skills and SAP or/and salesforce knowledge appreciated
• Bachelor’s degree in business or equivalent education

Skills and Abilities

• Customer Focused
• Results Orientated
• Excellent interpersonal and communication skills
• Ability to build collaborative relationships
• Excellent time management
• Ability to work as part of a multi structure team
• Influencing and leading skills
• Self-motivated
• Confident
• Skilled negotiator