Customer Service and Design Team Leader

Job Summary

The purpose of the role is to lead Front Office Customer Service and part of the Design Handling team, to coordinate with Planning & Logistics operations in the factories and within all the other functions in Market South Europe. The position is based in Rubiera Italy. 

What you will do

Key Responsibility:

Lead and secure Customer Service PM/AM & Design Handling and driving actions with allocated team based on customer needs and opportunities for growth; directly responsible for allocated customer list. 

Recurrent sales management:

•    Secure timely and accurate design and order fulfilment throughout the Supply Chain (Design, Packaging Material & Additional Material)
•    Secure alignment between Supply Chain and Sales strategies and own Supply Chain initiatives/improvements within KA plans
•    Identify growth opportunities to propose leads for sales
•    Ensure compliance to the Global controls and trade flows and provide support for chain of custody certification audits
•    Support / escalate in case of complex situations and negotiations

Operational planning and execution:

•    Secure alignment between Market and Global Demand and Supply priorities
•   Synergy with internal functions: design hub, planning, logistics, additional material, to secure smooth order fulfilment and optimal productivity
•    Drive quality and efficiency within the team
•    Drive continuous improvement and Customer Service & Design Performances
•    Drive implementation of global projects and change initiatives in the market
•    Local order management & design process driver

Customer experience:

•    Ensure smooth and timely order management and design handling towards high quality customer experience (CX & Digital) as well as high quality objectives as part of KA plans
•    Drive alignment with processes and supply chain to escalate the voice of customer & market to expediate resolution

Commercial Compliance:

Understand & comply with Tetra Pak's Commercial practices framework (including Pricing, Contract terms & Authorization matrix), regulatory framework & general code of conduct

People Management:

•    Secure Customer Service and Design organizational alignment for market, competence development and resource management
•    Coach and provide on the job guidance and learning, identify competence gaps & ensure learning plan is in place
•    Define, follow up objectives (I/O and KPI) for the department
•    Make sure all team members have the right competence and motivation
 

We believe you have

•    College degree or higher education background
•    Minimum 5 years of working experience in OFPM process / Customer service. Knowledge of South Europe Market Group specifics is an advantage
•    High level of understanding of OFPM process and tools
•    Fluency in English. Italian and Greek knowledge is a plus
•    You have analytical and problem-solving skills
•    You can build trust and collaborate with others
•    Leadership experience would be an advantage
•    You are a customer-oriented team player with strong communication skills; organized, proactive, precise and accurate personality; able to work independently and in team, result driven, continuously training and developing yourself