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) orCasella (GE). The candidate will have the objective to develop a strong performing customer service team, unified business processes and innovative systems at Italy level, by delivering an excellent service level with customer centric approach. In particular, the Customer Service Manager will have to manage a team (export and domestic) in multiple locations, and different system with a pathway to unify processes. This figure will need to develop a strong partnership with the Sales Directors and external sales forces to support delivery of the sales targets and budgets and sale growth initiatives, managing a 180mio turnover through customer service process in total (FIP, Redi amp; Lareter).
Key Responsibilities:
- Lead and develop the customer Service Team to become a high functional and autonomous organization.
- Lead customer service team to deliver effective management of Orders and Shipments to Customers.
- Manage the Aliaxis Trade compliance Processes and Procedures and ensure process are implemented, audited and compliant.
- Be sure that customers’ requests about packaging are aligned with our safety standards.
- Own the end 2 end-customer service procedures, KPIs and customer satisfaction, constantly improving processes in order to enhance customer experience and increase efficiency.
- Partner with the Sales Directors, external sales force and agents to support delivery of the sales targets, budgets and sale growth initiatives.
- Ensure a high level of skills of its team both in terms of soft skills and product / service and technical knowledge of the role.
- Use the CRM tool to support the work of sales team and increase the customer intimacy.
- Manage processes with Logistics and transport to achieve OTIF and ATP in line with customers’ expectations and plant capacity.
- Meet the customer's requests in accordance with Aliaxis Casella requirements and in coherence with Italian guideline.
- Ensure KPIs established.
Requirements
- Degree qualified in either Business, Languages or Technical.
- Strong knowledge of End-to-End business processes with customer service.
- At least 5 years of experience in leadership position delivering excellent customers service and developing a strong team.
- In-depth knowledge of customer service principles and practices.
- Proficiency in MS Office applications.
- Fluent English (French or German are a plus).
- Administrative and legal competencies are needed.
- Problem solving and analytic approach is required.