Customer Service Supervisor (Packaging) Parma

Customer Service Supervisor (Packaging)
Parma
Emilia Romagna, Parma

Job Summary**:

As the Customer Service Supervisor at our Parma, Italy site you will be responsible for leading the team who provides end to end commercial services for our customers.

This role sits in our Analytical Instrument Group (AIG) and the site itself provides product inspection equipment for the packaging industry.

The team coordinates, manages and fulfils customer orders in line with processes and procedures and acts as the point of contact for the customer, including the resolution of customer requests and complaints, keeping the customer up to date with any issues affecting the orders.

**A day in the Life**:

- Be a positive role model leader for your team and lead all employee development/management topics in line with global company procedures & strategy.

- Identification of education and training requirements in the team with subsequent creation of a training plan in alignment with employees yearly goal setting.

- Technical and disciplinary management of the Customer Service Teams in Parma and Milan

- Continuous further development and optimization of processes in the area of Customer Service, with focus on driving digital and efficient solutions for order administration and communication

- Lead the order fulfilment process of all customer orders while also being actively involved in day-to-day business, ensuring best-possible response time to customers.

- Own and develop key performance indicators for the team to ensure high level of performance

- Growing customer satisfaction as reflected in the achievement of global customer experience target scores

- Responsible for compliance with national and global regulations, e. g.

ISO process and global trade compliance regulations

- Collaboration with other areas involved in the local and global processes (Service, Sales, Operations, Finance, Product Management, ) to ensure targets are met

**Keys to Success**:

**Education

- High school diploma or equivalent required.

**Experience, Knowledge, Skills, Abilities

- Previous work experience in a customer-facing order processing environment in an industrial market (preferably food, engineering, packaging or related areas)

- Previous leadership/ management experience with a team

- Successful participation in process improvement projects

- Ability of process improvement tools and procedures

- Experience in working with ERP systems

- Experience in CRM Systems (preferably Sales Force)

- Training and consulting skills

- Good spoken Italian and English with a confident, friendly and self-confident demeanour and good manners, especially on the phone.

Other languages are an advantage

- Independent way of working, ability to work in a team, showing initiative and flexibility

**Benefits we offer**:

- Competitive salary

- Company bonus

- Career Development

- Pension plan

- Life Insurance

**About us**:

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale.

Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer.

We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Our Mission is to enable our customers to make the world healthier, cleaner and safer.

Watch as our colleagues explain 5 reasons to work with us.

As one team of 100, 000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.

#StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.