Customer Service Front Office Manager

RS Italia; Sesto San Giovanni; Ibrido; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading industrial solutions provider is seeking a Customer Front Office Manager in Sesto San Giovanni. The role involves leading a team to deliver exceptional customer service while setting performance goals and optimizing processes. Ideal candidates have 5+ years of management experience, strong leadership skills, and are fluent in English. This position offers a hybrid working pattern.

Competenze

• 5+ years' experience in team management, ideally in Customer Service.
• Fluent in English.
• Familiar with KPIs and process optimization.

Mansioni

• Lead daily operations and support your team in delivering excellent service.
• Set and monitor team goals.
• Handle complex customer issues.

Conoscenze

Leadership

Customer focus

Problem-solving

Analytical mindset

Strumenti

MS Office

Descrizione del lavoro

In this role, you will coordinate and support a medium-sized team to deliver outstanding customer service. You’ll help foster a collaborative and customer-focused culture, ensuring our Front Office provides consistent, high-quality support in line with our company standards and values.

Key Responsibilities

1. Lead daily operations and support your team in delivering excellent service
2. Set and monitor team goals (daily, weekly, monthly)
3. Collaborate with the UK Centre of Expertise on service KPIs
4. Plan team workloads and optimize use of tools and tech
5. Prioritize tasks and ensure resources are aligned to business needs
6. Foster engagement and support team development through coaching
7. Handle complex customer issues and maintain strong relationships
8. Ensure SLA and KPI compliance through best practices
9. Review and improve internal processes with a continuous improvement mindset

How I Make a Difference In This Role

The Customer Front Office Manager drives a high-performing and motivated team, ensuring excellent service delivery and strong customer relationships. By aligning operations with business goals and fostering continuous improvement, they contribute to a measurable and lasting impact.

What We’re Looking For

• 5+ years' experience in team management, ideally in Customer Service
• Strong leadership, customer focus, and problem-solving skills
• Fluent in English; confident with MS Office (especially Excel)
• Familiar with KPIs, process optimization, and project coordination
• Analytical mindset and experience in B2B or international environments

About RS Group

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.

We provide global access to an unrivalled range of over 800,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We strive to deliver the best possible service and a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better.

These values unite our approximately 9,000 global colleagues and shape how we work now and in the future. They are a set of principles created by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond!

Location: Sesto San Giovanni (MI) - Hybrid working pattern