Customer Service Team Lead

Perfetti Van Melle; Lainate; Ibrido; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading confectionery company is seeking a Customer Service Team Lead in Lainate. This role requires experience in the FMCG sector, proficiency in English, and strong leadership skills. The successful candidate will lead a team responsible for customer care and order processes across Europe, contributing to a dynamic and innovative working environment.

Servizi

Dynamic hybrid working environment

Opportunities for professional growth

Culture valuing innovation and inclusion

Competenze

• Experience in FMCG sector is essential.
• Must understand the order-to-delivery process.
• Professional proficiency in English required.

Mansioni

• Lead the European Customer Service team.
• Handle customer care activities for customers.
• Manage escalations flagged by the team.

Conoscenze

Experience in FMCG sector

Understanding of order-to-delivery process

Strong knowledge of Excel

Professional proficiency in English

Knowledge of supply chain operations

ERP systems (SAP)

Bachelor Degree in Management or related field

5+ years experience in customer service

Formazione

Bachelor Degree or equivalent

Strumenti

SAP

CRM tools

Descrizione del lavoro

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Location: Lainate, IT, 20020

Ready to take a fresh step in your career?

About Perfetti Van Melle

Our colleagues in the of theEuropean Plan & Deliver CoEare eager to team up with you to make sure everyone can enjoy our delicious freshmakers and sweets every single day.

Where we need you:

Job Title: Customer Service Team Lead

Location: Lainate, Via Clerici
Contract: Permanent, Full Time
Reporting to: Customer Service & Logistics Director Europe

This role leads the European Customer Service team, which is responsible for customer care for intercompany and export distributor orders, imports/exports management activities and order processing for export distributor orders across Europe. As team lead, close collaboration with the European head of Logistics and European Primary Transport lead is key. They will work together on strategy topics and performance excellence topics. Next to being the lead, this role will also handle customer care activities for customers and support on import/export processes for the customers in scope.

Your core responsibilities at a glance:

• Fulfilling the role of SPOC to receive all questions regarding orders and align with the right teams to get the answers
• Inform all customers in case of issues of outstanding orders (e.g. delays)
• Perform import/exports management processes
• Collaborate with customers to improve performance

Additional responsibilities for lead role:

• Collaborate with customers (ICY/Export) on strategic topics to improve future performance
• Manage Customer Service team and responsible for escalations flagged by the team
• Act decisively on ad-hoc queries raised by the team or customers
• Report to Customer Service & Logistics Director Europe on performance and collaborate on strategic and excellence topic

The ingredients of Perfetti Van Melle – is this your flavor?

We are Taste Makers in Candy! As the third-largest confectionery company in the world – and the second in Europe – we’re on a journey to become the best in making candy. And we need great colleagues to make that happen.

What makes us unique:

• Empowering – Growth and development opportunities tailored to you.
• Fun – A family-like culture, team events, and yes… a candy factory!
• Innovation – Active engagement in topics like health, sustainability, and food safety.
• Dynamic – With operations in 30+ countries and exciting new acquisitions, we’re constantly evolving.

The ideal recipe for our new Costumer Service Team Lead

Required skills:

• Experience in FMCG sector
• Understanding of order-to-delivery process
• Strong knowledge of Excel and MS Office
• Professional proficiency in English, Italian is a plus
• Knowledge with supply chain operations and service KPIs.
• ERP systems (SAP), CRM tools
• Bachelor Degree or equivalent, preferably in Management, Business, Logistics, or related field
• +5 years experience in customer service field
• Experience in Plan & Deliver Field
• Ability to manage and meet deadlines and multi-task daily activities

We offer:

• A dynamic, hybrid working environment within our Center of Excellence
• The chance to make a tangible impact on global supply planning processes
• Opportunities for professional growth and cross-functional collaboration
• A culture that values innovation, inclusion, and continuous improvement

At Perfetti Van Melle, we believe the strength of our team lies in diversity. We create a workplace where everyone feels welcome, respected, and empowered to grow.

Ready to shape the future of sweets? Apply now and help us create even more sweet moments!