Customer Service Front Office Manager

RS Italia; Sesto San Giovanni; Ibrido; EUR 40.000 - 55.000; Tempo pieno

Descrizione del lavoro

A leading company is seeking a Customer Front Office Manager to coordinate a medium-sized team, ensuring high-quality customer service and fostering a collaborative culture. The role involves setting goals, optimizing processes, and maintaining strong customer relationships in a hybrid working environment.

Competenze

• 5+ years' experience in team management, ideally in Customer Service.
• Experience in B2B or international environments.

Mansioni

• Lead daily operations and support your team in delivering excellent service.
• Set and monitor team goals and ensure SLA and KPI compliance.
• Handle complex customer issues and maintain strong relationships.

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 technology
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 delivers solutions to resolve our customers’ challenges across design, procurement, inventory, and maintenance. We strive to deliver the best possible service and provide 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 differentiate us from our competition. They reflect how we work today and how we must step up for the future. Most importantly, they are shaped 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