Customer Service Manager Italy

Job Description

At the Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

About the role:

You will lead the Customer Service team in Italy, composed of multiple professionals, with a cross-functional scope covering all customers and sales channels.

In this role, you will be accountable for delivering the Customer Service strategy, ensuring strong business impact and value creation. You will combine operational excellence, commercial mindset, and innovation, with full ownership of day-to-day business performance, balancing trade-offs across service, cost, customer priorities, and supply constraints.

You will work in a constantly evolving and increasingly automated environment, focused on enhancing the quality of service through qualitative analysis, process optimization, and system automation.

Your contributions to continuous improvement will be highly valued, and you will also have the opportunity to collaborate with the wider Commercial Area (Italy, France, and Iberia).

You will report to the Sales Operations Director Commercial Area South.
 

Location

The role is based in Assago.

What you’ll do:

• Act as a strategic business partner to Sales, Supply Chain, and Finance driving business performance through effective service, prioritization, and decision-making
• Lead, coach, and develop the team, fostering ownership, accountability, and decision-making
• Manage trade-offs between service level, cost, availability, and customer value
• Own Cost-to-Serve, ensuring the right balance between service and profitability, challenging when higher service levels are not justified
• Manage the order portfolio holistically, considering customer value, SLAs, profitability, and operational constraints, defining and enforcing prioritization and allocation rules aligned with commercial strategy
• Ensure fast, consistent, and transparent decisions, especially in constrained scenarios, translating business priorities into execution discipline
• Act as the primary point of contact for customers, representing the company and the function, building and managing strong customer relationships, acting as escalation point when needed
• Ensure excellent service across all channels (phone, email, digital) and high service performance (OTIF, lead times, customer satisfaction)
• Drive innovation in service models, improving customer experience and business outcomes
• Lead the adoption and development of digital tools and systems, acting as a pioneer in leveraging new technologies, promoting automation, visibility, and efficiency
• Collaborate with IT and global teams to evolve platforms and capabilities
• Lead continuous improvement initiatives across Order-to-Cash processes, bringing concrete examples of impact (efficiency gains, service improvement, cost reduction)
• Drive the evolution of Customer Service from transactional execution to business value contributor

Who you are:
 

• Proven experience in team management within Customer Service and/or Sales Operations
• Strong business mindset and commercial acumen
• Fluent Italian and English (written and spoken)
• Strong ERP knowledge (SAP preferred)
• High IT proficiency, with the ability to leverage systems, data, and digital tools, and drive adoption of new technologies
• Logistics / Supply Chain knowledge is a plus
• Demonstrated experience in complex, cross-functional environments
• Track record of delivering results through continuous improvement initiatives

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.
 

At Electrolux Group, we believe in fairness and inclusion. Salary is defined in a transparent way, considering experience, skills, and performance. 

The annual gross base salary starts from €54,750.00, depending on qualifications and experience. The role is covered by the Italian Metalworkers’ National Collective Labour Agreement (CCNL Metalmeccanici). 

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