For our VF office in Pederobba (TV) we are looking for a Customer Service Team Leader for the brand Napapijri.
The purpose of the role is to manage the activities of the Customer Service team to ensure the highest levels of customer service are attained and sales order book conversion is maximised, while consistently achieving departmental and company KPIs.
This person will implement, manage and drive improvement to VF customer service procedures & policies. They will supervise, coach and mentor members of their Customer Service team and develop strong relationships with key and strategic customers. Within the Customer Service team and cross functionally, they will lead and develop continuous improvement initiatives to enhance the customer experience and sales order book conversion, as well as establishing internal and external Service Level Agreements and appropriate performance metrics.
Actively participates in projects and working parties, or carries out any other duties that may be outside the standard remit, that will benefit the individual, the Department or the Company as a Whole.
KEY RESPONSIBILITIES
- Order Book Management: Work with all internal (credit control, sales managers, warehouses etc.) and external stakeholders to ensure the order book is always up to date and accurate, and that orders are shipped and invoiced as soon as possible within the correct timeframes
- Customer Relationship Management: Actively develop good working relationships with Key account contacts to ensure positive ongoing partnerships
- All Aspects of Staff Management: Day to day operational management of the Customer Service Team to ensure the Customer Experience is of the best standard possible. Ensure ongoing high morale, engagement and commitment within the team
- Reporting: Compiles, collates and reviews a wide range of reports and feedback on a regular basis and uses this information as the basis for strategic review of both current statuses and long term improvement
- Continuous Improvement: Work cross functionally, both internally and externally, to identify opportunities that will improve the Customer Experience and lead to gains in efficiency and effectiveness.
SKILLS AND ABILITIES
- Fluent in English and Italian (both written and spoken)
- Knowledge of any other European language will be considered a plus
- Excellent verbal and written communication skills
- Proficient in Microsoft Applications, especially Microsoft Excel
- Ability to multi-task in a fast environment
- Excellent problem solving abilities
- Diplomacy and ability to manage conflicts
- Able to direct and motivate a team
- Training, coaching, influencing & people development skills
- Ability to prioritise day to day workload
- Ability to communicate effectively and clearly with all parties including customers and colleagues
- Ability to highlight issues and suggest solutions or options
QUALIFICATIONS AND EXPERIENCE
- Previous experience in hands on management of a Customer Services team and/or Customer Experience team.
- Degree or equivalent studies from a technical school; or previous related experience and/or training; or equivalent combination of education and experience.
- Experience working effectively in complex global organizations, satisfying the needs of diverse constituents, and often working under the pressure of competing and sometimes conflicting priorities
- Experience in developing Customer Service team members
