Customer Service Team Lead - Italy

at  BrownForman

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Meaningful Work From Day One
This position will lead the Customer Service Team, ensuring a reliable and professional customer care throughout the entire process, from order taking via record management in the ERP System SAP to Invoice Issuance. Standard Order Administration as well Exception Management such as e.g. customer complaints and product allocation supervision are in scope. By relying on existing IT tools and our Logistics Service Providers in Italy, the person must be in constant search for Process Optimization and Customer Service Level Improvement.
This position will perform standard order processing tasks (80% of the role) as well as Customer Service Team lead and coordination (20% of the role). The customer Service Team Leader reports to the Supply Chain Manager.
This an office/hybrid role out of our office in Milan.
What You Can Expect

Customer Service Team Lead and Coordination

• Customer Service Team Lead: Team management, Define and Monitor objectives, Ensuring the training and integration of new employees
• Optimization of Customer Service Process, particularly through the deployment of EDI with our customers and the optimal use of SAP
• Being the preferred point of contact for all Customer Service topics both internally and externally
• Monitoring customer service levels and implementing corrective actions with logistics providers and / or customers
• Ensuring the administrative follow-up is properly conducted by the team: Follow-up of Promotional campaigns, Litigation and Penalties

Administration of Sales Orders and Customer Litigation

• Receive and process orders from customers in SAP – Order to cash process
• (e.g. issuing pro-forma invoices, dispatch notes, VAT invoices, credit invoices)
• Evaluate/manage specific orders (orders on hold, etc.)
• EDI management & workflow (EDI exception failures)
• Product allocation management
• Tracking of possible discrepancies in delivery of goods to customers and processing order corrections
• Customer requests/complaints management
• Managing third party logistics activities and prioritization (picking & delivery)
• Daily communications with 3PL and other suppliers to follow up on logistics issues

What You Bring to the Table

• Demonstrable experience in customer service
• Team management experience
• Very good communication skills
• Solid knowledge of – SAP
• IT literate (good knowledge in MS Excel)
• Analytical skills
• Fluent in English and Italian

What Makes You Unique

• Building Customer service teams and processes from scratch

Who We Are
We believe great people build great brands. And we know there is Nothing Better in the Market than a career at Brown-Forman. Being a part of Brown-Forman means you will grow both personally and professionally. You will have the opportunity to solve problems, seize opportunities, and generate bold ideas. You will belong to a place where teamwork matters and where you are encouraged to bring your best self to work.
Many Spirits, One Brown‑Forman- We believe that an inclusive culture, one that values the diversity and unique perspective of each individual, allows us each to bring our best self to work and leads to greater teamwork, creativity, and trust.
Cultivating a Caring Culture- We know that our strong culture is one of the many reasons people love working at Brown‑Forman.
Nothing Better- At Brown‑Forman, we craft products known for bringing people together. Our employees have made us what we are today and are the reason for our success. Do not just take our word for it. Brown‑Forman is consistently recognized as a Great Place to Work® in countries around the world.
What We Offer
Total Rewards at Brown-Forman is designed to engage our people to ensure sustainable and profitable growth for generations to come. As a premium spirits company, we offer equitable pay structures for individual and company performance alongside a premium employee experience. We offer a range of premium benefits that reflect our company values and meet the needs of our diverse workforce.
Requisition Type:
Employee
Management Level:
Leader
Global Job Level:
L1
Number of Openings Available:

Please refer the Job description for details