Italian O2C Team Leader - Lisboa

Lead. Inspire. Make an Impact.

Are you a passionate leader with a customer-first mindset? Do you thrive in fast-paced environments where you can develop teams, drive operational excellence, and deliver outstanding customer experiences?
We're looking for an enthusiastic O2C Team Leader to lead a high-performing team supporting the Italian market. This is an exciting opportunity to shape customer service excellence, champion continuous improvement, and collaborate across multiple business functions to make a real difference every day. 

🎯 What You'll Be Doing

👥 Lead, coach, and develop a team of Customer Service Associates, fostering a culture of accountability, engagement, and high performance. 
📦 Oversee end-to-end customer service operations, including order management, enquiries, returns, credits, samples, escalations, and issue resolution. 
🚚 Coordinate Home Delivery services to ensure a seamless customer and patient experience. 
📊 Monitor service KPIs, productivity, and operational performance while identifying opportunities for improvement. 
🤝 Build strong partnerships with Sales, Finance, Supply Chain, Quality, Regulatory, Logistics, Customer Care, and IT teams. 
💡 Drive continuous improvement initiatives and support system enhancements across SAP, EDI, and customer service tools. 
💰 Support credit collection activities by resolving disputes, claims, proof-of-delivery requests, and order release issues. 
✅ Coordinate customer service activities related to product recalls and field safety actions, ensuring compliance and effective communication.

🏆 What You'll Bring

Essential

🎓 Bachelor's degree in Business, Supply Chain, Operations Management, or a related field. 
📈 5+ years of customer service experience, including team leadership responsibilities. 
🖥️ Strong knowledge of Order-to-Cash processes, customer order management, SAP ERP, and EDI transactions. 
🌟 Proven ability to inspire, coach, and develop high-performing teams. 
🧠 Strong analytical, problem-solving, communication, and stakeholder management skills. 
🚀 A passion for customer excellence and continuous improvement. 

Nice to Have

🏠 Experience with Home Delivery or direct-to-patient service models.
🏥 Experience within healthcare, medical devices, pharmaceutical, or regulated environments. 
⚙️ Experience leading automation, transformation, or system implementation projects.
📚 Six Sigma Green Belt certification and/or Italian language proficiency. 

⭐ Key Competencies

- Customer Focus 
- Leadership & Coaching 
- Continuous Improvement 
- Data-Driven Decision Making 
- Collaboration & Influencing 
- Planning & Prioritisation 
- Accountability 

🌍 What You'll Gain

- The opportunity to lead a talented and motivated customer service team.
- Exposure to cross-functional and international stakeholders.
- A collaborative environment that encourages innovation and continuous improvement.
- Career growth and development opportunities.
-The chance to create exceptional customer experiences and deliver meaningful business impact every day.

✈️ Travel

Occasional travel (up to 10%) may be required to support projects, stakeholder meetings, training, and operational reviews. 

Ready to take the next step in your leadership journey? We'd love to hear from you! 🎉