Group Customer Satisfaction & Quality Specialist Alessandria

Group Customer Satisfaction & Quality Specialist
Alessandria
Piemonte, Alessandria

About the Company

Join

Guala Closures

and you can be part of the team that makes

closures for the world's most famous brands in the Wine, Spirits and Water business

.

Our commitment to sustainability is strong and concrete and is reflected in our strategy.

With over 35 plants in all continents, we are a truly international company, maintaining our Italian roots. Excellence, innovation, sustainability, diversity and inclusion

are our core values that continue to inspire our ambition and commitment to sustainable growth. We are always looking for unique and passionate people.

Working at Guala Closures means having the opportunity to be part of an international world class leading organization, committed to innovating and investing in new sustainable closures solutions for the beverage industry.

Job SummaryIf you are a results-driven individual with a passion for customer care, continuous improvement, and delivering high-quality service, we invite you to apply and contribute to our mission of excellence in customer service and sustainable growth.

We are seeking an experienced professional to take on a key role focusing on

customer satisfaction, improvement plans, audit activities

.

The ideal candidate will be responsible for customer service KPI management, ensuring continuous improvement, and working closely with internal teams to drive satisfaction and operational efficiency.

This role will require expertise in customer care, identifying opportunities for process enhancements, and leading initiatives that focus on delivering excellence in service quality.

Main ActivitiesCustomer Service KPI Monitoring:Manage and analyze customer service KPIs such as OTIF (On-Time In-Full) and work towards achieving service excellence. Collaborate with production, planning, and customer service teams across plants to ensure consistency on data. Customer Satisfaction & Relationship Management:Ensure customer needs are met by coordinating response strategies and action plans across different geographies and plants. Act as a customer care specialist, ensuring strong communication and providing a proactive approach to address customer concerns. Lead projects aimed at enhancing the customer experience through better service delivery, focusing on both operational efficiency and quality. 3.

Audit & Continuous Improvement:Conduct regular audits of customer service processes and monitor performance against established benchmarks and goals. Leverage insights from KPI analysis to implement continuous improvements, ensuring that customer service processes align with business objectives. 4.

Reporting & Communication:Prepare detailed reports and presentations to communicate KPI performance, trends, and improvement actions to both internal and external stakeholders. Ensure transparency in reporting and maintain a clear communication flow with all relevant parties regarding progress on customer care initiatives. 5.

Collaboration & Teamwork:Partner with internal teams, including production, quality assurance, and customer service, to align customer satisfaction goals with overall business strategies. Work with IT and operational teams to ensure the integration of effective monitoring systems that enhance service delivery.

Qualifications & Skills:Bachelor's degree in Economics, Industrial Engineering, Quality, or a related field,

with a strong passion for data managementProven experience in customer service management and KPI monitoring. Strong communication and interpersonal skills, with the ability to engage and collaborate effectively with internal teams. Ability to lead customer satisfaction initiatives and audits, ensuring high levels of service and responsiveness. MUST HAVE:

Analytical mindset with proficiency in data analysis tools (e. g. ,

MS Excel

), with the ability to interpret data to improve customer service. MUST HAVE

: fluent English.

Preferred Skills:Familiarity with

SAP

. Experience with data visualization and analysis tools. Project management skillsPrevious experience in a customer care or customer service-focused role within a global organization will be considered a plus.

Place of work:

Guala Closures - Spinetta Marengo Plant (Alessandria)Type of contract:

full time, on site.

N. B.

Only profiles in line with the requirements will be contacted.

Thank you in advance for your interest in Guala Closures.

Guala Closures

is proud to be an

equal opportunity employer

.

We are committed to ensuring that recruitment, hiring, training, promotion, and all other employment practices are free from discrimination.

We encourage candidates from all gender identities, age groups, and nationalities to apply for this position.

We are committed to fostering a diverse and inclusive workplace and believe that a wide range of perspectives strengthens our team. Find out more about our commitment here:

Welcoming diversity, valuing inclusion | GualaClosures