Customer Service Team Lead

CHEP; Milano; Ibrido; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A global logistics company is seeking a CSO Team Leader in Milan. You will coach and develop a team focused on premium customer service, managing complex customer accounts. Ideal candidates have 3-5 years of experience in customer-facing roles, fluent English, and Italian. The position offers hybrid working and various performance-based benefits.

Servizi

Annual bonus based on performance

Lunch vouchers

Participation in share programme

Referral bonus

Health & wellbeing events

Competenze

• 3-5 years of work experience in a customer-facing role.
• Preferred experience in an international environment.
• Experience in a service company with customer interaction and analysis skills.

Mansioni

• Coordinate and develop the team to provide premium customer service.
• Assess and develop team performance through coaching.
• Optimize account management processes for improvement.
• Manage customer issues through in-depth analysis.

Conoscenze

Fluent English

Fluent Italian

Customer account management

Coaching

Process optimization

Descrizione del lavoro

Please note: This is an open application opportunity. We are not hiring for this role at the moment, but we are collecting profiles for upcoming positions.

Fluent level of English and Italian is required.

Please submit your CV in English.

As a CSO Team Leader you will be a team coach and you will be responsible to co‑ordination and development to provide premium class customer service. You will act as the prime contact for proactive analysis on Customer Account management and deal with in‑depth and complex issues on customer accounts to increase customer satisfaction and maximize asset productivity according to CHEP strategy.

Team Management

• Assess, motivate and develop the team through coaching and personalised development plan
• Build a continuous improvement culture, introducing best practice, new ideas and opportunities

Process Improvement

• Assess account management current activities to define improvement areas, tasks accountability and team performance KPIs
• Optimize processes to develop internal best practices and foster knowledge and expertise sharing
• Create activity‑guidelines to facilitate induction to new members and guarantee service consistency
• Take preventive action to ensure that customer satisfaction is maximised
• To react positively to problems identified and undertake root cause analysis
• Provide reconciliation for customer accounts relating to regular and ad hoc pricing/ declaration methods.

Qualifications

• 3-5 years of work experience in customer facing role
• Preferred experience in an international environment
• Preferred experience in a service company where contact with customers as well as analysis and attention to detail are a key success factor
• Worked with objectives, measures and KPIs

Benefits

• Annual bonus based on company & personal performance
• Lunch Bouchers
• Opportunity to take part in the Brambles share programme
• Referral bonus by sharing the best Talent around you
• Hybrid working
• Various health & wellbeing events and programmes
• *Some Benefits may vary in amount or type according to location, more information to be given during your first call with one of our Recruiters.

Referrals increase your chances of interviewing at CHEP by 2x

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service and Management

Industries

Transportation, Logistics, Supply Chain and Storage