Customer Service Manager Forlì

Customer Service Manager
Forlì
Emilia Romagna, Forlì

Join to apply for the Customer Service Manager role at Dometic. Dometic is a global market leader in the mobile living industry.

Millions of people around the world use Dometic products in outdoor, residential, and professional applications. Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future.

Dometic has won numerous NMMA Innovation Awards over the years and we are always striving for new ways to make boating easier, safer, and more enjoyable. We are on a journey of continuous growth – now looking for our next star – a passionate Customer Service Manager.

This position reports to the Operations Manager and will work in Forli, Italy. As Customer Service Manager of the Forli team, you will play a critical role in the overall satisfaction of our customers.

This position requires an action-oriented, flexible problem solver who will assist customers with tracking open orders, expediting high priority shipments, and correcting discrepancies.

The ideal candidate will demonstrate excellent written and verbal English and Italian communication skills and be able to deliver effective solutions with a positive upbeat attitude.

Dometic Customer Service Manager should be comfortable utilizing a variety of software applications to navigate customer accounts, research and review orders, and resolve customer concerns. General ResponsibilitiesOverall responsibility for ensuring the customer service process supports our customers. Interacting with customers via telephone, email, etc. Handling complaints from customers in a timely manner. Manage customer orders from entry through shipment and invoicing. Answer incoming customer calls and emails regarding billing issues, product problems, service questions, and general client concerns. Work with cross-functional teams and multiple departments to resolve issues with customer orders. Keep records of customer interactions and document any changes to their accounts. Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem. Build sustainable relationships of trust through open and interactive communication with customers, carriers, and forwarders. Create reports to update customers on open order status and explain backordered product. Maintain a high level of professionalism with customers and work to establish a positive rapport. Update and maintain daily reports. Deliver service support to dealers and service partners, providing them with technical advice, resolving product issues and acting as the point of contact for technical advice and product application. Act as point of contact for technical issues arising from failures and customer claims. Manage staff – appraising staff and supporting them so that they can achieve goals set.

Ensure that the customer services team has the most up-to-date training and certification relevant for the products we are supplying. What do we offer? You are offered an interesting role in a dynamic, fast-paced, and global environment with great opportunities to grow, evolve with the company, and take on new challenges. Employee Assistance ProgramCompany pensionHoliday (annual leave and bank holidays)Paid maternity/paternity leaveFree on-site parkingOpportunities to make an impactSKILLS REQUIREMENTSThe ideal candidate for this role will bring demonstrated success in a customer service environment.

Additionally, they will have acquired the following qualifications and experiences:Associates degree in business or related area (preferred). Experience in managing internal/external relationships – customers, suppliers and staff from other departments is essential. Experience working with a multi-cultural client and customer base. Experience working in or with a distribution or warehouse facility. Experience with MRP/ERP systems. Excellent English/Italian communication skills (Written, Verbal, and Comprehension). Proficient with Microsoft Excel - must be able to capture and record data, create pivot tables, sort and filter data, build charts and graphs, and use formula functions. Ability to translate technical information/instructions into verbiage that our customer base will understand. Ability to apply knowledge to new situations and use common sense to resolve customer questions. To be successful in this role, we believe that you possess the following skills, competencies characteristics:Ability to think critically and resolve conflict. Ability to multi-task, prioritize and manage time effectively. Ability to collect data from multiple applications, quickly and accurately. Consistently curious about technology. Excellent organisational, planning and time management skills. Flexibility. Ability to work to tight deadlines. Analytical logical approach to problem solving. Ability to manage a varied and complex workload. Dometic's Core ValuesTo thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things. Are you our next star?

Then we would love to see your application. Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences.

We believe that diversity enables us to thrive across our differences.

Be yourself and join us!Dometic is proud to be an equal opportunity employer.

Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Seniority levelAssociateEmployment typeFull-timeJob functionCustomer Service and Supply ChainIndustriesManufacturing #J-18808-Ljbffr