Customer Service Team Lead - Italy

TN Italy; Milano; Ibrido; EUR 30.000 - 60.000; Tempo pieno

Descrizione del lavoro

An innovative firm is seeking a Customer Service Team Lead to enhance customer care and optimize processes. This hybrid role involves leading a team, managing order processing through SAP, and ensuring high service levels. The ideal candidate will have a strong background in customer service, excellent communication skills, and proficiency in SAP and MS Excel. Join a culture that values diversity and teamwork, and contribute to a supportive work environment that fosters growth and development.

Servizi

Competitive Pay

Premium Benefits

Supportive Work Environment

Growth Opportunities

Competenze

• Experience in customer service and team leadership.
• Strong knowledge of SAP and EDI processes.

Mansioni

• Lead the Customer Service Team and ensure professional customer care.
• Process orders in SAP and manage customer complaints.

Conoscenze

Customer Service Experience

Communication Skills

SAP Knowledge

MS Excel Proficiency

Analytical Skills

Fluency in English

Fluency in Italian

Strumenti

SAP

EDI Systems

MS Excel

Descrizione del lavoro

Customer Service Team Lead - Italy, Milan

This position will lead the Customer Service Team, ensuring reliable and professional customer care throughout the entire process, from order taking via record management in the ERP System SAP to invoice issuance. Responsibilities include standard order administration, exception management (such as customer complaints and product allocation supervision), process optimization, and customer service level improvement. The role involves performing standard order processing (80%) and team leadership (20%), reporting to the Supply Chain Manager. It is a hybrid role based in Milan.

What You Can Expect

Customer Service Team Lead and Coordination

• Manage the team, define and monitor objectives, and oversee training and onboarding of new employees
• Optimize customer service processes, especially through EDI deployment and SAP usage
• Serve as the main contact for customer service issues internally and externally
• Monitor service levels and implement corrective actions with logistics providers and customers
• Ensure proper administrative follow-up, including promotional campaigns, litigation, and penalties

Administration of Sales Orders and Customer Litigation

• Process orders in SAP (order to cash process), including invoicing and managing order discrepancies
• Manage EDI workflows and exceptions
• Oversee product allocation and delivery tracking
• Handle customer requests and complaints
• Coordinate third-party logistics activities and daily communications with logistics providers

What You Bring to the Table

• Experience in customer service
• Excellent communication skills
• Solid SAP knowledge
• Proficiency in MS Excel
• Analytical skills
• Fluency in English and Italian

What Makes You Unique

• Experience building customer service teams and processes from scratch

Who We Are

We believe great people build great brands. Joining Brown-Forman offers growth opportunities both personally and professionally. We foster teamwork and encourage you to bring your best self to work.

Our culture values diversity, inclusion, and a caring environment. We craft products that bring people together and are recognized globally as a Great Place to Work.

What We Offer

Our Total Rewards program is designed to engage employees and ensure sustainable growth. We provide competitive pay, premium benefits, and a supportive work environment.

Brown-Forman is committed to equal opportunity employment, welcoming applicants regardless of race, gender, age, or other protected statuses.