Senior Manager Customer Support

Dainese , a global company leader in protective equipment and garments for motorcycling and dynamic sports, is looking for a Customer Support Manager .

He/She will play a key role in ensuring an excellent customer experience and in coordinating operational and commercial activities across the organization.

ROLE RESPONSIBILITIES:

• Ensure a competent and professional response service for customers and sales agents
• Coordinate, motivate and develop the Customer Support team, promoting a strong service-oriented culture and continuous improvement
• Coordinate commercial back-office activities, including:
• uploading commercial terms and customer discounts received from Sales & Marketing into the system
• managing the order lifecycle from order entry to shipment
• sending corporate communications to customers
• monitoring and using IT systems (B2B portal, etc.)
• managing and maintaining specific master data
• Ensure high standards in customer management, providing timely responses and effective solutions
• Implement performance and customer satisfaction KPIs related to the service delivered, planning and implementing corrective actions when necessary
• Collect relevant information from the market and from Sales in order to provide input to Operations, ensuring operational efficiency and timely handling of requests
• Plan logistics activities for shipping warehouses; manage requests for additional value-added services; handle urgent shipments; liaise with Logistics to obtain the information needed to organize shipments and collections; manage issues with the shipping department and/or customers and their suppliers; handle claims; prepare and request shipping documentation; support the recovery of documentation required to confirm transaction closure
• Foster collaboration within the Operations department to identify logistics and distribution solutions tailored to customer needs
• Collaborate with the IT Department on system and process implementation and development activities

WE'D LOVE TO GET TO KNOW YOU IF YOU HAVE:

• Proven experience in Customer Service or Commercial Back Office roles, preferably in a structured and international environment
• Strong leadership and people management skills, with the ability to coordinate, motivate and develop teams
• Solid understanding of order management processes, commercial conditions, and customer lifecycle management
• Proven ability to work cross-functionally with Sales, Operations, Logistics and IT Departments
• Strong analytical and problem-solving skills, with a proactive and solution-oriented mindset
• Familiarity with ERP systems and digital tools
• Fluent English required (written and spoken)
• Knowledge of a second foreign language is considered a strong plus.

We believe in the strength of diversity and the value created when different perspectives come together.

Being an inclusive company isn’t a goal – it’s the journey we choose to take every day. Our recruitment process complies with Italian Legislative Decrees 198/2006, 215/2003, and 216/2003, guaranteeing equal opportunity to whoever wishes to join us on this journey.

The position is open to everyone – we welcome every identity and orientation, safeguarding and promoting the free expression of each individual.