Managing the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and sometimes e-mail.may also manage customer service representatives' employees directly.support in defining guidelines, procedures, best practices and tools implementation at local level collecting feedback to adapt and upgrade them.maintain relationship with customers, internal team, as area manager and service technical in order to ensure excellent customer service.act as point of escalation for issues during project monitoring.manage the kpis, monitoring them and define the right solution in case of misalignment.collaborate and monitor external call center, also through definition and control of kpis/sla, procedure and contract.find new solutions in order to improve the after sales activities.interface with the market referred to e-commerce platform.requirementsproblem solving, teamwork, results orientation, analysis and monitoring, management processes.+ 5 years related experience, 2-3 years experience as a manager.experience in customer service management, in a manufacturing industry (preferred), after-sales service management, backoffice, technical assistance.experience with clients in usa.experience develop and implement customer-focused strategies to improve satisfaction, resolve issues efficiently, and drive process improvements, also defining guidelines, procedures, best practices and tools implementation.experience in train, evaluate and direct the work of assigned employees.requires ability to establish policies and manage business and operational aspects of assigned call center.english advanced.shared service manager is a key position of the team, will play a vital role in supporting the local after sales process, backoffice, implementing corporate solutions at local level.seniority levelexecutiveemployment typefull-timejob functioncustomer service and administrativeindustriesmanufacturing#j-18808-ljbffr