Customer Service Centre Leader

Location: North East Italy

Introduction
This global client is a protagonist in the printed flexible and rigid packaging sector. With a highly developed knowledge of the material and relevant avant-garde  technologies, this innovative market leader challenge convention and drive innovation from the forefront to address rapidly changing consumer habits and sit firmly on the cutting edge of their sector.

For their international Service Centre located in North East of Italy, they have raised the appointment for a highly dynamic Customer Service Centre leader. With a highly developed technology and knowledge of the material first and foremost, this innovative market leader challenge convention and drive innovation from the forefront to address rapidly changing consumer habits and sit firmly on the cutting edge of their sector.

 

Role

This important position will see you spear-heading a diverse team of 10 FTEs including CS centre executives and administration, driving the provision of outstanding service to the client and distributor network . With the continuous increase of efficiency by automating and standardising the processes you will also create a dynamic environment where orders are handled promptly, staff members work together and silos are a thing of the past. You will have the opportunity to take your previously acquired analytical and leadership skillsets and drive the change required to take the centre into the future as an efficient, reliable and keystone part of the whole European division.

You will ensure that your team and your peers will harmonise with the new rules that are made in regard to order taking and query handling resulting in a harmonised place to work.

 

Responsibilities include:

  • Manage and lead the Customer Service and admin Team to deliver outstanding customer service ensuring agreed targets are met and relevant qualitative standards are achieved
  • Act as a point of escalation, ensure high level management and coordination of the contact between the clients and the site to ensure a professional and high quality service is delivered at all times
  • Responsibility for all sales administration and supply chain administration
  • Support and coordinate the team through clear direction and resolve conflicting priority requests
  • Develop and implement procedures to provide high quality services and drive alignment with all regions
  • Drive continuous improvement through clearly defined KPI’s which you will help to define
  • Develop the team within the Service Centre to deliver the highest flexibility and service
  • Participate in business partner extension systems (IT etc)
  • Participate in the IT Strategy & roadmap regarding the Sales systems (PMS/SAP) in conjunction with the relevant manager
  • Ensure excellent co-ordination and communication with all the relevant stakeholders
  • Internal and External Customers and supply sites coordination (primarily planning, logistics, debt)
  • Improve efficiency and effectiveness of Service activity by analysing and proposing recommendations and solutions
  • Manage support team size and scheduling to provide 100% cover for the team
  • To optimise customer satisfaction, provide support team members with objectives, regular training and appraisals.
  • Skills and Experience
  • Bachelor / Master degree
  • Multi discipline/ international service background
  • 5-10 years business experience
  • Committed to meeting customer service excellence
  • An expert in managing people and CS teams
  • Ability to develop people and let them grow
  • Ability to deal with pressure and maintain a consistently positive and pleasant attitude – tenacious and calm under pressure
  • Strong interpersonal skills with the ability to communicate effectively (written and verbal) in a timely manner
  • Well developed business judgment
  • Drive for results
  • Excellent presentation and negotiation skills
  • Able to create and implement strategy
  • SAP experience
  • Fluent in English and Italian with a third European language a plus
  • International experience

 

The NJ Partnership operate exclusively within the packaging markets on a global scale, sourcing successful executives for inspiring jobs on a retained basis. If this role appeals to you, please contact Katharine Martins – Katharine.martins@nj-partnership.com alternatively call us on 0044 113 323 0986

Senior Strategic Account Manager – USA

Company

A truly global manufacturer with an enviable position in the international packaging markets. Highly respected and sitting firmly in the top three in their sector, this listed company have built a robust reputation through consistent attention to FMCG consumer demands, twinned with an ardent focus on sustainability and innovation. This means to you that your employer will support, develop and nourish your requirement to move forward successfully with a company that genuinely understands that the people are the most important part of any business. Operating within the QSR sector this newly created and critical role will drive strategic development of some of the divisions’ most imperative accounts, providing the opportunity to work within one of the companies most profitable market sectors

 

The Role

With a specific engineer assigned to the position to develop innovation, this role will encompass a strong focus on strategic account planning and delivery – you will be networking with senior executives within your accounts and the company internationally and you should possess a demonstrable ability to open up new contacts within your portfolio and brand new business.

  • Secure and maintain long term supply contracts and communications with your whole portfolio.
  • Extend current business offerings in both vertical and horizontal directions as applicable.
  • Work closely with customer test kitchens and with development teams to drive new packaging innovations with exclusively or jointly held IP.
  • Attend national meetings and regional events sponsored by or related to the portfolio.
  • Identify additional sales opportunities and develop a plan for business acquisition, including identifying products, budgets, competitive market price recommendations and penetration strategy.
  • Engage in regular sales development and account communications, including weekly reports, meeting/call plans and sales pipeline updates.
  • This position will be based from a home office and you must be located around the Chicago area due to the location of the key accounts.
  • This position will have no direct reports but will have dotted line responsibility over certain project engineers.

 

The requirements

  • Successful relationship builder with closer mentality and ability.
  • Collaborative team member with internal company teams, including, quality assurance, product development, account management, and operations to provide superior results to our customers.
  • Strong skills in communication, measuring and tracking, and ongoing relationship management.
  • Fluent in Microsoft Office suite of business software, including Excel, Word, PowerPoint and Outlook.
  • Listening, questioning and lateral thinking skills
  • University/College Degree MBA would be a plus
  • Minimum 5 years of B2B sales experience into the QSR markets, desirably in packaging
  • Experience using a formal sales process ideally Sandler selling
  • Experience with CRM
  • Fluent in English
  • Domestic travel 50%. International travel-2-3 trips a year.

If the above role appeals to you and you have what it takes – please send your resume with covering letter to expand on the reasons why you are applying for his role to: contactus@nj-partnership.com