Aliaxis Italia
Aliaxis is one of the world’s leading providers of advanced plastic piping systems, valves and fittings. We are present all over the world in more than 40 countries and more than 15.000 people, with 100 production and distribution units. Our mission is to shape a better tomorrow by connecting people with water and energy.
In Italy we are present with more than 700 people and 5 production sites. With our main local brands FIP, REDI, ASTORE, ISEA and LARETER, we make products for the building, infrastructure, industry, and agriculture sectors.
We offer a role as Customer Service Manager Italy based either in our plant in Zola Predosa (BO) or Casella (GE). The candidate will have to manage and develop a strong performing customer service team (export and domestic) in multiple locations, unified business processes and by delivering an excellent service with customer centric approach. The Customer Service Manager will lead Customer Service Operations (COS) team(s) with the highest standards of professionalism in interactions with customers to quickly address issues with service, delivery or condition of products. This figure will also be in charge of maintaining professional environment for COS team to continuously improve service and increase customer satisfaction & retention, leading to an increase in sales.
Key Responsibilities
- Oversee all aspects of the customer service experience to troubleshoot processes and procedures and is responsible for making improvements of customer service quality.
- Define and implement new effective processes for customer service representatives to interact with customers to support the business and its developments.
- Monitor and review processes for ways to make procedures more time and cost-effective.
- Develop and implement market-oriented & project-related activities to support business objectives.
- Organize, coordinate and monitor customer order processing and products distribution including returns.
- Evaluate and make proposals for improvements on process efficiency, improvement on work processes, materials options etc. and implement in cooperation with the Sales Manager.
- Ensure adherance to Service Level Agreements as specified in commercial agreements.
- Supervise quality of cooperation between customer service and field force regarding administration of customers’ orders, by closely cooperating with the Logistics function to maintain consistency in approach towards customer service in the organization.
Leadership/ Team management responsibilities
- Work closely with Sales Management Team to ensure matrix structure operates efficiently and setting a clear mission and deploying strategies focused towards that mission.
- Act as an ambassador and encouraging talent processes and engagement.
- Ensure job profiles are in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions.
- Strengthen the talent pipeline by developing talent and regularly assesses and discusses talent and internal movement. Continuously monitors and evaluates retention risk.
- Stimulate, manage and follow through on employee engagement and build on the workforce to reflect the societies and markets in which we do business (DEI).
- Ensure reporting line is fully informed and act in line with HSE and Compliance regulations.
- Manage and plan relevant (departmental) budget and proactively manage the costs.
- Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes.
- Build team spirit and foster a culture service excellence and continuous (service) improvement.
- Plan and organize distribution of daily tasks to individual workload to efficiently use available resources, and signals issues in capacity to management.
Required Experience And Competencies
- Degree in Engineering is required.
- At least 8 years of experience is required and 3 years in leadership position delivering excellent customers service and developing a strong team.
- Strong knowledge of End-to-End business processes with customer service.
- Proficiency in MS Office applications.
- APICS, Customer Relations Management, Basics of Finance qualifications and certifications are preferred.
- Fluent and proficient English is required. Knowledge of other languages is considered a plus.
- Administrative and legal competencies are needed.
- Problem solving and analytic approach is required.
- Availability to travel among Italian sites/plants (almost 30% of travel).