Job Title:

Customer Service Manager

Summary:

In this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals.

Please note that this role requires on-site presence five days per week, Monday through Friday.

Please submit an English version of your resume when completing your application.

Responsibilities Include:

• Ensure the management, development, and monitoring of the Customer Service team with respect to all Momentive values, strategy, and policies;

• Ensure an effective and efficient Order to Cash process to maximize efficiency and service level;

• Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy, and communication;

• Manage specific issues and alert the management of the associated business risks;

• Monitor queues and backlog ( distressed orders/holds/open Customer Claims)

• Act as the referent for the commercial organization: account Managers positions;

• Execute business Continuous Improvement plans;

• Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team, and communicate to the main stakeholders.

• Other duties as assigned

Qualifications:

The following are required for the role

• Bachelor's degree, or equivalent experience

• Fluent English is required

• Functional: Strong business acumen with deep knowledge of the Order to Cash process; advanced SAP expertise; a customer-focused mindset; and leadership experience in customer service or a related industry role.

• Technical: Must possess exemplary oral and written communication skills; Must have strong organization skills and be detail-oriented with the ability to adapt to changing priorities with a customer-oriented mindset—Project Management skills, strong analytics capability, and IT savvy.

• Leadership: Excellent presentation; Ability to communicate effectively at all levels internally and externally; robust soft skills; Emotional Intelligence and self-awareness. “Soft power” within the organization (Ability to influence people outside of their direct reporting structure) / Strong stakeholder management skills at a senior level internally and externally.

The following are preferred for this role

• 3+ years of Customer Service managerial experience.

• Experience in the Chemical industry is ideal

• CI/Six Sigma /Lean solid Project Management experience.

• Proficiency in a third language, with strong written and verbal communication skills (spelling, grammar, and syntax), in addition to fluent English and Italian

#LI-AW1

What We Offer:

Base Pay Range: €43,800 - €64,240

Compensation for this role will be competitive and aligned with market practices in the respective location and, where applicable, with the provisions of the applicable National Collective Labor Agreement (CCNL), including the Chemical Industry agreement or, for executive roles, the agreement for Executives of Companies Producing Goods and Services (i.e. Italy). Actual pay is determined based on several factors and gender-neutral criteria, including but not limited to experience, education, skills, and geographic location. Where applicable country-specific salary ranges will be communicated during the hiring process based on local pay transparency regulations. If you are interested in this position, we’d ask that you apply! #BePartoftheSolution

This role may also be eligible for variable incentive compensation. Any such incentives are governed by the terms of the Company’s applicable plans and are based on company performance and/or individual performance.

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact.Join our Momentive team to open a bright future.

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