Customer Service Team Leader with Italian & English

What we offer

• stable employment - employment based on a permanent employment contract
• hybrid model - enjoy flexibility with 3 days remote work and 2 days in the office (hybrid work model after a 3-month onboarding period)
• flexible schedule - choose your start time between 7:00 AM and 10:00 AM
• attractive financials - competitive salary, plus a performance-based semi-annual bonusreal growth potential - dynamic career development and vast opportunities within our newly established company structures.

our benefit package:

• additional day off - „day on u” - an extra day off for you to take care of your health and do preventive examinations.
• co-financing for training & studies - support for your professional development through co-financing of studies, courses, and workshops (after 1 year of working)
• lunch vouchers - a regular salary supplement in the form of lunch vouchers
• life insurance - protection for you, with the option to extend coverage to your spouse and adult children
• private medical care - access to wide-range medical packages, with costs partially covered by the employer
• Multisport card - access to sports facilities for you and your loved ones (spouses, children, or partners)
• Mybenefit cafeteria system - employer-funded points on a platform that you can exchange for attractions, vouchers, or training
• tire discounts - preferential terms for purchasing car, motorcycle, or bicycle tires after one year of work
• jubilee awards - special recognition for your seniority after 5, 10, 15, and 20 years of service ...and that’s not all! We have many more exciting perks and surprises waiting for you to discover! 

Your tasks

We are looking for a Customer Service Team Leader to lead our customer service operations and drive excellence in the order-to-cash process. Reporting to senior regional leadership, this role is responsible for ensuring high-quality service delivery, managing a team of Customer Service Representatives, and acting as a key point of contact for internal and external stakeholders. The role includes regional coordination, process ownership, and cross-functional collaboration.

responsibilities:

• lead and develop a team of Customer Service Representatives,
• ensure compliance with Order Management policies and service standards,
• act as second point of contact for escalated customer queries and complaints,
• monitor KPIs and SLAs, implement corrective actions where needed,
• represent Customer Service in regional and central project meetings,
• collaborate with CoE and IT on process improvements and digital initiatives,
• maintain and update process documentation (SOPs, playbooks),
• attend customer visits and support sales-related initiatives,
• drive cross-functional collaboration with Sales, Finance, LSCM, and Marketing,
• support onboarding, training, and knowledge-sharing within the team.