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We're looking for a Customer Care Manager to join our Quality & Procurement Department at Nuvola, our HQ in Turin.
The role is responsible for overseeing customer care operations throughout the entire sales cycle, ensuring outstanding support to customers in the Export market.
Key responsibilities include implementing and enforcing established policies, procedures, and standards related to customer care, as well as managing the customer care team. This involves coordinating both the external call center and internal customer service teams to ensure effective resolution of customer requests, particularly those related to product quality.
The role also requires close collaboration with other departments—especially Sales and Customer Service for Distributors—to develop standardized documentation, address recurring issues, and manage the escalation process for complex quality concerns.
* Identify appropriate responses to customer enquiries and claims, ensuring accurate and timely delivery through the designated communication channels
* Escalate the most critical or complex cases when necessary
* When required, communicate directly with clients—sometimes on a daily basis—to address their enquiries
* Define clear guidelines for documenting customer interactions and calls in the CRM system
* Lead communication efforts related to customer enquiries, ensuring end-to-end management of the process
* Maintain effective communication with stakeholders, ensuring that action plans are clearly defined and properly executed
* You have at least 4 years of experience in Customer Service, preferably with B2B clients
* Experience in the FMCG sector is a plus
* You hold a degree in Economics, Management Engineering, or a related field
* You have a good working knowledge of the SAP system
* You'll be fluent in English and Italian
* Comprehensive welfare package including short working week during summer months
* Hybrid working policy (10 days a month remote working)
* Company restaurant service
* Access to our corporate gym
* A fast paced and dynamic international context
What next?
* Our Talent Acquisition Team will assess your application and if you have what we’re looking for, you'll be contacted for an initial interview
* If you make it to the short list, you’ll be interviewed by the Hiring Manager and if necessary, other members of the hiring panel
Who we are
Our Group was founded in Turin in 1895, has been owned by the Lavazza family for four generations. As one of the world’s most important coffee roasters, we operate in more than 140 countries through our brands, subsidiaries and distributors, with a total of over 5,500 employees.
Every day we operate in all sectors of the coffee industry, offering our products through every channel and positioning our brands as a high-quality blend.
We are a community of single origins united into a perfect blend, humans enriching one another through our mutual diversity.
Awakening a better world every morning: the commitment we make every single day.
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