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Full time
Hybrid
Milan area , Italy
Customer Facing & Order Management Team Leader
For the Italian Sales & Marketing headquarters of Legnano (Milan), we are looking for a passionate Customer Facing & Order Management Team Leader to join the Health & Medical Business Unit.
You will manage the Italian Team of Customer Facing and Order Management Representatives while also actively contributing to daily operations and supporting complex cases or peak activities.
You will ensure consistent ways of working and a high-quality customer experience, coordinating effectively with Customers, Sales, Marketing, and Internal Operational Teams, while managing priorities, escalations, and performance in line with Essity’s Service Management Model.
If you are someone who embodies our values, enjoys challenging the status quo, and thrives in a fast‑paced, innovative environment, we would love to meet you.
About the Role
Reporting to the Customer Service Manager, this role combines hands - on operational involvement, people leadership, operational excellence, and continuous improvement in service performance and customer value.
What You Will Do
Team Leadership & Supervision: Lead and supervise the Customer Facing and Order Management team, guiding daily interactions with customers and internal stakeholders to ensure excellent service delivery
Service Prioritization & Planning: Define priorities and targets for the team in line with the global Service Management Model, balancing workload based on daily C4 case volumes and business priorities
End-to-End Order to Cash Ownership: Lead, actively manage and support end-to-end Order to Cash processes working hands-on on order handling and issue resolution while collaborating closely with master data, warehouse, transportation, and finance teams
Customer Escalation Management: Act as the primary escalation point for complex or urgent customer topics, proactively resolving issues through full 360° customer visibility
Cross-Functional Collaboration: Work daily with Solution Specialist Supervisors to ensure due dates, SLA adherence, and consistent customer experience across all Service Management Model areas
Service Strategy & Value-Added Requests: Review and approve daily value-added service requests that fall outside standard customer segment catalogues, ensuring alignment with service strategy
Performance, Reporting & Improvement: Review dashboards and KPIs, identify deviations and improvement opportunities, prioritize actions based on customer classification, and define action plans to continuously improve service performance
Who You Are
University Degree in Business Administration, Supply Chain, Logistics, or strong experience in a related field
Proven experience in leading Customer Facing & Order Management teams within a complex, cross-functional or matrix environment
Fluency in both English and Italian language
Knowledge of Excel, BI Analysis and the ability to use various digital tools
Strong understanding of Order to Cash processes and Service Management principles, with the ability to manage priorities and escalations effectively
Confident and collaborative Leader with strong communication, problem-solving, customer focus, and the ability to influence without formal authority
What We Can Offer You
Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being of people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere.