Customer Service Team Leader

Customer Service Team Leader – Italy and France
Location: Either Italy or France

Role Purpose & Overview:

To own the operational and day to day running of both France and Italy Customer Service teams across multiple locations (between 2 and 4), providing key support to the CSM in all relevant departmental projects relating to regions of responsibility.

To be the primary point of escalation for all local Customer related issues, working closely and collaboratively with Sales Managers and all regional business functions to ensure efficiency & business continuity.

To lead, coach and support the professional development of all direct reports in both locations, driving efficiency, productivity, and engagement for effective and successful achievement of departmental goals and KPIs.

RESPONSIBILITIES:

1. Actively participate and collaborate in all regional CS projects, providing key operational support to the CSM.
2. Take full responsibility for the day to day running of both France and Italy CS departments, providing guidance, leadership, and support in the management of key customer accounts and end-to-end OTC (order to cash) process:

• Build strong professional relationships across all internal and external networks (including local and regional CS teams, customers, and all relevant business functions).
• Provide key operational support to CS managers to ensure successful & timely delivery of local and regional CS projects.
• Deliver first class customer support and assistance, ensuring first class service, acting as a role model for direct reports.
• Close liaison with transporters and external stakeholders, including close follow up on any issues affecting customer delivery and OTIF (on time in full).
• Support in the set up/processing of new customer accounts (or implement changes to existing accounts) and business approval forms.
• Support in the updating and maintenance of customer master data records.
• Closely monitor sales, order processing and end-to-end OTS (order to shipment) process across areas of responsibility.
• Promote & support in the adoption of electronic ordering (Teccom, EDI), automation and standardization across CS processes and procedures.
• Drive efficiency and productivity: maximising sales output, reducing past due with stock on hand & increasing velocity in the order to shipment process.
• Proactive resolution of customer complaints through liaison with appropriate depts. and follow up (following appropriate escalation process).
• Follow-up proactively with material and delivery issues, ensuring high level of customer focus.
• Interface with credit and finance department (and all other departments) in a timely manner to address & resolve potential delivery blocks.
• Initial point of contact for local and regional escalations and complaints.

JOB REQUIREMENTS/EXPERIENCE:

• Previous Team Leader or senior role experience (or minimum 5 years in a fast-paced customer facing role) (essential).
• Experience in an international role (desirable).
• Knowledge of export process and documentation requirements.
• Proven track record of managing a busy complex workload (essential).
• Willingness to undertake European travel when required (essential).
• SAP knowledge and experience (essential).
• Automotive industry experience (advantageous).
• Genuine passion for customer service and customer-centric attitude (essential).
• Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential).

ESSENTIAL SKILLS:

• High level of written and spoken French and Italian (essential).
• Business level of written and spoken English.
• Good working knowledge of MS Office (essential).
• People skills (leading people remotely required).
• The ability to work under pressure & liaise confidently across all levels within the business (essential).
• Professionalism, tact, and diplomacy (essential).

EDUCATION:

• Desirable: Degree or equivalent Customer Service/business management qualification.