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! 🎉