Customer Care Supervisor

About the Company
ACMA, headquartered in Bologna, Italy, is one of the leading manufacturers of packaging machines in the consumer goods market, with a large international share.
ACMA designs and manufactures automatic packaging machines for a range of industries, including: confectionery (chocolate, baked goods, candies and gums), personal and home care (liquids, powders and bars), tea and coffee.

ACMA is part of Coesia, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy.
Coesia has operating units in 36 countries, a turnover of 2,015 million euros in 2022 and over 8,000 employees.

About the Role
Reporting to the Customer Service Development Manager, the Customer Care Supervisor will support the business operations in the assigned areas.

Main responsibilities include:

Coordinate the remote assistance / customer care team, which is in charge of receiving customer claims, drive diagnostic phase and solutions implementation Implement a structured problem solving methodology and support tools which allow an improved efficiency in the case management process Collaborate with Engineering and Field Service departments to drive solutions implementation follow up on cases until their closure, proposing service packages to customers and preventive actions to Quality department Track and analyze department KPI's to drive improvement actions. What You Need to Be Successful Engineering Degree (Mechanical, Electronic or equivalent) At least 3 years experience in Customer Care roles Proactive and solution-focused mindset, with an emphasis on seeking positive and constructive outcomes Structured problem solving approach Customer orientation and customer service mindset English proficiency; knowing other languages will be considered as a plus.
Job Reference: CGS11937


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