PstrongCustomer Service Lead /strong /pullistrongBG and BU /strong: Coffee, Petcare Specialties /lilistrongLocation: /strong AF Lugo, Italy, on site role /lilistrongFunction: /strong Operations - Customer Service /lilistrongLine Manager: /strongCustomer Service Manager /lilistrongContract Type /strong: Permanent /li /ulpstrongJob Purpose /strong /ppThe primary role of the CS team lead is to provide first line support for both the customer service and external sales teams within the business. Key focus will be the leadership, support, and motivation of the customer service team, to achieve the departmental KPI’s and targets, whilst maintaining a standard of excellence in the provision of customer service both internally and externally. Where required, the Team Lead will be expected to manage a selected portfolio of accounts. /ppThe Team Lead will also be expected to participate in any decision-making process relating to the structure, organisation, and management of the customer service team, making recommendations, as appropriate, for ongoing development and improvement. Beside of that the Team Lead will also be responsible for implementing required Business Group processes and guidelines. /ppstrongJob Dimensions Scope /strong /ppstrongINTERNAL AND EXTERNAL RELATIONSHIPS /strong /ppstrongInternal /strong – Origination / Supply chain (including planning and logistics) / Technical / Internal Sales / Commercial and Amcor Management team. /ppstrongExternal /strong – Customers / External Sales / Suppliers /ppstrongKEY DELIVERABLES /strong /pulliLead the Customer Service Team to build customer loyalty through positive customer engagement and service excellence. /liliIdentify, Implement and Maintain customer service processes, standards, and key deliverables to support the customer-centric organization. /liliPartner with all functional areas within the organization to ensure a world class customer experience. /liliManage the team to consistently achieve agreed business targets and objectives. /li /ulpstrongPrincipal Accountabilities /strong /pulliProvide first line support for Customer Service and external sales teams. /liliLead and motivate the Customer Service Team /liliIdentify and implement opportunities for people development. /liliAssume overall responsibility for delivery of agreed KPI’s and targets within the CS team. /liliPrepare and present monthly reports as required by the Customer Service Manager /liliReview and improve existing processes and process controls. /liliIdentify and mitigate actual and/or potential risks. /liliSupport the introduction of new business. /liliManage the relationship between the team, plant functions and Plant General Manager /li /ulpstrongPrincipal Activities /strong /pulliManages change effectively and builds a successful team. /liliManage performance and development of team members. /liliEnables improvements in service, quality, and cost and supports the delivery of the related KPI’s. /liliResolve service issues raised by the customer service team, liaising with relevant departments/external suppliers. /liliProvide first line escalation for customers, account managers and internal departments, assisting in resolving any issues. /liliDIFOT: Support the team to achieve and/or outperform against target. /liliFinished Goods stock: maintain process to achieve targets. /liliCDN’s: maintain process to achieve targets on response times and outstanding values. /liliProvide monthly reports to Customer Service Manager. /liliDelivers on the harmonization plan for the sites in scope. /liliRuns performance reviews with key customers. /liliLeads CI initiatives within scope of activities. /liliCSAT survey improvements within scope of activity to demonstrate improved customer satisfaction. /liliEvaluate and seek improvements to existing processes within the Customer Service Team /liliSupport the team in successfully integrating new business. /li /ulpstrongQualifications/Requirements /strong /ppstrongQualifications and Experience /strong /pulliOver 5 years of experience in customer service, with a strong preference for experience within the manufacturing sector /liliStrong communication skills in both English and Italian /liliProven experience in people management /liliGood Excel skills and SAP or/and salesforce knowledge appreciated /liliBachelor’s degree in business or equivalent education /li /ulpstrongSkills and Abilities /strong /pulliCustomer Focused /liliResults Orientated /liliExcellent interpersonal and communication skills /liliAbility to build collaborative relationships /liliExcellent time management /liliAbility to work as part of a multi structure team /liliInfluencing and leading skills /liliSelf-motivated /liliConfident /liliSkilled negotiator /li /ul #J-18808-Ljbffr