CX Manager Italy
AB InBev
Italy Milano
2 gg fa

Seniority Level : Executive

At AB InBev, Challenge Accepted isn’t just a phrase; it’s an attitude!

That’s because we’re the world’s largest brewer, with iconic brands like Stella Artois, Corona and Budweiser.

We’re a team of curious individuals who see every challenge as a new opportunity to do something incredible. We’re resourceful people who thrive and take ownership of our success.

Because we’re owners, we take results personally.

We dream big, seek new challenges and push the boundaries of what’s possible!

The challenge :

A part of the Italian Supply Operations Team, the Customer Service Manager will be responsible for customer service operations and will be the interface between our internal and external Customers to ensure high level of customer satisfaction through process optimization and customer centric vision.

The role :

  • Team Management. Lead and coach the customer service Team to deliver excellence in customer experience
  • Request management. Coordinate request management to ensure that all requests are handled within agreed service levels and high quality
  • First level solutions. Ensure that the team delivers agreed first level solutions to external and internal customers. Identify and implement corrective measures if needed to increase number of first level solutions
  • Customer relationship management. Prepare reports and data for customer meetings. Liaise with customers to improve existing or implement new processes.
  • Build and maintain customer relationship.

  • Order Management . Ensure the delivery of sales orders, negotiating with customer modifications based on stock to arrive, sellable rules and other variables.
  • Build a strong communication with Inventory and Transport team to assure the compliance of orders.

  • Excellence in daily, weekly and Month-end closing activities. Ensure all activities are delivered on time and with a continuous improvement mindset
  • Complaints Management. Complaint handling. Manage complaints received by customers and coordinate the process with internal departments in order to ensure short-time resolution.
  • Customer Satisfaction. Preparation and support in execution of internal and external customer satisfaction survey. Definition and implementation of measures to increase customer satisfaction.
  • Key user ERP & Cockpit. Support the ERP system for all order-related activities. Administration & maintenance of cockpit tool in ERP.
  • Creation and delivery of cockpit trainings. Coordination of cockpit testing activities.

  • KPI & SLA management. Manage and review defined KPIs and SLAs for customer service. Take corrective measures if needed to improve results.
  • Who we’re looking for :

  • Excellent Team player
  • Ability to work under pressure
  • Experience in sales back office of brewery (desirable) or FMCG company (preferable) not mandatory
  • Supply Chain experience and good knowledge of Order management processes (preferable)
  • Fluent in Italian and English both written and verbal
  • Excellent interpersonal and communication skills
  • Able to work in a dynamic and fast-changing environment
  • Strong orientation to customer satisfaction
  • Skills in managing & developing people
  • Strong organizational skills
  • Problem solving behaviour
  • High reliability, integrity
  • Experience with SAP-R3 ERP (MM, SD) (preferable)
  • Experience in working with Sales or in Sales function (desirable)
  • Experience in leading and coaching a team (preferable)
  • Experience in managing customer relationships (preferable)
  • Experience in working with external suppliers (desirable)
  • What you can expect from us :

    In this role, you’ll have the potential to transform our business and your career. You’ll get the support and mentor you need to succeed.

    We’re a meritocracy, with plenty of room for growth and development, so you know your hard work will be rewarded. We encourage you to think big and go after your goals.

    You’ll get to be creative, work with international teams so you can build a global network and have direct control over your career and where it takes you.

    As the leading global brewer, we are committed to bringing people together for a better and more equal world. A more equal world starts when everyone can thrive.

    At AB InBev we value the diversity of cultures, perspectives, skills and experiences within our workforce and we strongly encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

    If this sounds like the incredible opportunity you’ve been waiting for, apply today.

    LI-ABI ZoneEUR

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