CS Operational Manager

E80 Group

E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors. The main systems produced by E80 Group include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses.

The entire logistics flow is centrally managed by the SM.I.LE80 software platform (Smart Integrated Logistics), which ensures efficient system integration and optimizes the management of all operations—from the entry of raw materials, through storage, to shipping.

With 14 branches worldwide
, the Group believes in the core values Ethics, Courage, Humility, and Safety. These values form the foundation of E80 Group’s corporate culture, which maintains a close connection with customers, people, and the local communities.

“It’s our fears that will limit our success, not our mistakes. The secret to successful hiring is to look for people who are not afraid of failing and want to change the world” – E80 Group CEO and Founder, Enrico Grassi

Great! Here’s what E80 Group has to offer.

The EE Customer Service Operational Manager
, reporting to AE & RAE Engineering Manager, in the effort of transforming the Customer Service operations, plays a critical role in enhancing customer satisfaction through the management and coordination of technical resources, service operation team and constant communication with our sales team and when necessary with our client. This position involves close collaboration with cross-functional teams, data analysis, and implementing best practices.

The main goal is to deliver maximum customer satisfaction for any customer service-related matters occurring in the plants of the region managed or key account.

• Leadership and Team Management:
• Be the first point of contact to coordinate between customer service account manager and service operation team to deliver maximum customer satisfaction for any customer service-related aspects such as asset and system performances, tickets resolutions and service delivery in general
• Lead a team of resident engineers across plants
• Functional responsibilities over spare part admin, remote support resources, engineers and back-office service coordinators in a matrixial organization
• Establish a customer care vision aligned with business objectives with upper management
• Motivate and contribute to develop high-performance teams capable of providing excellent service to both internal and external customers
• Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit and asset and system performance enhancement to be sold
• Prioritize and plan activities with other departments to deliver maximum customer satisfactions
• Customer Satisfaction and Policies:
• Develop and implement action plans to enhance customer satisfaction
• Ensure consistent and efficient coordination across departments to ensure efficiency in customer service issue resolutions
• Take ownership of customer issues and follow problems (technical, system management, client behavior, safety, communications but not limited to) through to resolution working with Customer Service Account Manager
• Strategic Focus:
• Act as an internal consultant to recommend improvement initiatives to increase customer satisfactions and operation of our clients using E80 technologies
• Analyze weekly system performances and proactively put in place corrective actions if needed working with customer service account manager
• Contribute to increase customer satisfaction
• Collaborate with other departments, such as Sales and Operations, to align customer service practices with overall company goals
• Execute the customer service strategy, short- and long-term resource planning aligned with the company for specific account or region
• General
• Management of all customer service tickets (including creation of tickets if necessary)
• Organize meetings with management and other departments to create action plans for resolving issues and…