Leader, Customer Service Italy

Overview

Join Our Team at LIXIL – Leader Customer Service Italy, LIXIL Europe. At LIXIL, we believe in the power of water to transform lives. Through our innovative housing and water technology solutions, we aim to create better homes for everyone, everywhere. With operations in over 150 countries and a portfolio that includes GROHE, we are committed to excellence, sustainability, and elevating everyday living. GROHE stands at the forefront of bathroom and kitchen innovation, known for its design, quality, and smart technology. We are looking for a Leader Customer Service Italy, LIXIL Europe to strengthen our customer service operations in Milan and help shape an outstanding customer experience. Location: Grohe S.p.A. – Via Crocefisso 19, 20122 Milano

Your Role & Impact

As Leader Customer Service Italy, you will take full ownership of the Customer Service function for the Italian market. This is a key role that blends hands-on leadership with strategic execution, overseeing a dedicated team while enhancing service quality, internal coordination, and operational processes. You’ll work closely with logistics, warehouse, and sales teams—both locally and across Europe—to ensure customers receive exceptional support and solutions.

Key Responsibilities

• Team Leadership & Development: Lead, coach, and motivate the Customer Service team to deliver results; act as a key contact for HQ and regional colleagues, aligning on goals and updates; manage escalations and support team performance with empathy and decisiveness; oversee daily operations and ensure effective task distribution.
• Customer Experience Management: Resolve customer queries, complaints, and delivery issues with efficiency; handle escalations and return processes, ensuring clarity and responsiveness; maintain excellent communication across all customer touchpoints; collaborate with DBS and logistics to manage delivery anomalies.
• Operational Excellence: Oversee reporting activities including backlog, daily status, monthly reconciliations; validate and track invoices and maintain key operational files; monitor order release processes and ensure timely resolutions; coordinate end-of-month processes and warehouse alignment for key markets.
• Logistics & Warehouse Coordination: Supervise stock levels, future arrivals, and warehouse activities; collaborate with Italian and German warehouses to prioritise deliveries; approve and manage transport anomalies in partnership with DBS; provide inventory insights to support marketing and sales plans.
• Sales Planning & Forecasting Support: Provide accurate operational data to support forecasting and planning; monitor demand trends and stock levels for improved forecasting; align supply activities with marketing campaigns and regional planning.

Your Skills & Qualifications

• Proven experience leading and developing high-performing teams
• Strong customer focus with problem-solving and communication skills
• Excellent organisation and time management in fast-paced environments
• Analytical mindset with proficiency in reporting and process improvement
• Solid knowledge of inventory, logistics, and warehouse coordination
• Experience collaborating across functions and influencing stakeholders
• Business acumen with strategic planning capabilities
• Knowledge of S&OP and supply chain best practices

• Fluent in English (spoken and written)
• Proficiency in Microsoft Office and Google Suite
• SAP experience preferred

What We Offer

• Permanent full-time contract
• Competitive salary and benefits package
• €9 daily meal vouchers
• Family health insurance
• Hybrid working model (office + remote)
• A young, collaborative, and energetic work environment

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Manufacturing