Customer Service Manager

at  Fedrigoni

Ready to elevate the creativity of our brands and deliver an outstanding customer experience?
At Fedrigoni, we have a strong ambition to amaze the world – by transforming our industry, achieving new levels of innovation, elevating creativity, and building a sustainable future while growing rapidly. We want to reinvent the boundaries of what our industry can do.
We’re empowered to make that happen. Taking responsibility. Taking ownership. Taking risks. Yes, the journey can be challenging, yet we are supported and empowered to perform. We are trusted to be accountable and responsible for our decisions. Everyone gets to push their potential to the full.
At Fedrigoni you will discover extraordinary* every day.
The role designed for you:

Reporting to Poli-Tape Germany COO, you will provide a superior experience to the customers of Poli-Tape Germany, a company part of Fedrigoni Self-Adhesives Business Unit and market-leading manufacturer of high-quality graphics products.

• You will manage the Customer Service team, ensuring a superior experience to customers while delivering services.
• You will monitor and analyze service level and quality KPI, customer feedback, as well as commercial and business performances (e.g., sales and order intake, quality assurance and cost control), to improve and maintain customer satisfaction, promptly identifying, proposing and deploying improvement actions.
• You will develop and implement qualitative standards to enhance customer intimacy and customer relationship management.
• You will work with Management, Sales and Supply Chain in setting the customer prioritization and defining rules for order allocation, in order to meet BU and business objectives.
• You will oversee and manage customer inquiries, order entry, and post-order activities, including resolving customer claims by partnering with key internal stakeholders.
• You will coach and develop the team and nurture a customer-centric culture as well as an environment where each resource can excel through encouragement and empowerment.
• You will oversee customer services processes, proposing and implementing continuous improvement initiatives.

The attitudes and skills we’re looking for:

• You hold a bachelor’s or master’s Degree in any subject or equivalent knowledge.
• You possess 5 years’ experience, including managing Customer Service teams and Customer Service KPIs.
• You demonstrate experience in structured international environments with advanced Customer Services processes and programs (ERP, CRM, etc.).
• Experience in the manufacturing/industrial sector will be considered a plus.
• You are instinctively focused on the customer, and hold a customer-centric approach.
• You show strong leadership skills: team management, drive, effective communication, ability to influence, negotiation.
• You hold strong relational skills and capability to collaborate with different functions and stakeholders.
• You possess strong analytical and problem-solving capabilities.
• You expose advanced knowledge of IT tools (e.g. Excel, PowerPoint) & experience with ERP/CRM tools.
• You are proficient in German and English.

What you can expect from our selection process:
The selection process includes interviews with HR, Poli-Tape Management
Based in: Remagen, Germany
Ready to start your new exciting journey with us? Come Discover Extraordinary* Every Day.
We are happy to make any reasonable adjustments to the recruitment process to accommodate your needs.
We are committed to ensuring that every person feels connected, that their uniqueness is valued and celebrated and that everyone feels that they belong. This is why providing our people with a flexible and welcoming work environment is one of our top priorities.
Learn more about life at Fedrigoni:
https://fedrigoni.com/en/work-with-us

Please refer the Job description for details