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Customer Service Delivery Manager Front Office


Sesto San Giovanni, MI, IT, 20099

Brand:  RS
Function:  Customer Services
Work Location: 

We are looking for a Customer Service Manager based in North East Milan

The ideal candidate will coordinate and lead a medium-sized team with the aim of ensuring the best possible level of service to customers and assisting them by making the Front Office a cohesive tea Manage relations with the Centre of Expertise UK with the aim of maintaining quantitative and qualitative KPIs m, with high skills in dealing with customers, their needs and our highest standards.


Location: Milan- Sesto San Giovanni – This role will be on a hybrid basis where you can work from home and attend our offices at least 1 day per week.


About the role

The Customer Service Manager will have the task of:

Coordinate and organize daily activities with respect to the needs of different channels and different customer needs

Set daily, weekly and monthly goals for the team

Be a motivator to make the team achieve its goals

Maintain a high level of engagement

Support in the solution of complex and critical situations (e.g. complaints)

Supervise customer relationships

Ensure that the team applies best practices and meets SLAs and KPIs

Develop problem management and service improvement plans

Simplify processes through the mindset of continuous improvement

Understand the business strategy and transfer it to the team

Support resources through development plan and coaching activities


What we’re looking for

Excellent knowledge of English

Excellent knowledge of the Office package and excellent use of excel

Experience in project management and organization of activities with external partners

Strong predisposition to problem solving and strong customer orientation

Excellent ability to work in a team

Ability to analyze data and organize it within control dashboards

Knowledge of project management

Preferable coming from B2B companies, many years of experience in the same role and in international contexts


A bit about you

We are looking for someone who has excellent communication and influencing skills

Positive can-do attitude and Flexibility, good leadership skills, professionalism and proactivity

Completed the profile


We are RS Group.

RS Group is a global integrated omni-channel solutions partner for industrial B2B customers who design, build, and maintain industrial equipment and operations.  We are a FTSE 100 company with £2 billion in revenue, operating in 32 countries, shipping 60,000 parcels a day to over 1.2 million customers worldwide.

Our Vision is to be first choice for all our stakeholders, and we know that starts with our people. At RS we want everyone to show up to work as themselves and know that they will be supported and encouraged to develop and grow. We want work to be a place that excites and empowers, a place where you can be passionate and challenge people to think differently. 

We want to hire the best talent, people who share our values and understand that when we act with respect and humility, we can do great things.  That’s why we’ve put our purpose at the heart of our organisation, we want to make amazing happen for a better world. We empower our people to make a difference, innovate to make more possible and deliver to make it happen.


Are you ready to explore the possibilities?

Apply now »