Customer Care Supervisor BOLOGNA

Customer Care Supervisor
Bologna
Emilia Romagna, BOLOGNA

About the Company** ACMA**, headquartered in Bologna, Italy, is one of the leading manufacturers of packaging machines in the consumer goods market, with a large international share.

ACMA designs and manufactures automatic packaging machines for a range of industries, including: confectionery (chocolate, baked goods, candies and gums), personal and home care (liquids, powders and bars), tea and coffee.

ACMA is part of **Coesia**, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy.

Coesia has operating units in 36 countries, a turnover of 2, 015 million euros in 2022 and over 8, 000 employees.

**About the Role

Reporting to the Customer Service Development Manager, the Customer Care Supervisor will support the business operations in the assigned areas.

Main responsibilities include:

- Coordinate the remote assistance / customer care team, which is in charge of receiving customer claims, drive diagnostic phase and solutions implementation

- Implement a structured problem solving methodology and support tools which allow an improved efficiency in the case management process

- Collaborate with Engineering and Field Service departments to drive solutions implementation

- follow up on cases until their closure, proposing service packages to customers and preventive actions to Quality department

- Track and analyze department KPI's to drive improvement actions.

**What You Need to Be Successful

- Engineering Degree (Mechanical, Electronic or equivalent)

- At least 3 years experience in Customer Care roles

- Proactive and solution-focused mindset, with an emphasis on seeking positive and constructive outcomes

- Structured problem solving approach

- Customer orientation and customer service mindset

- English proficiency; knowing other languages will be considered as a plus.

Job Reference: CGS11937