Dainese is the global leader in protective equipment and apparel of excellence for motorcycling and dynamic sports. Headquartered in Vicenza, Italy, the company has a presence in EMEA, APAC and the Americas. Dainese owns three prestigious brands - Dainese, AGV and TCX - which are synonymous with innovation and technical excellence. It is present in 96 countries through a consolidated network of wholesale partners, 45 mono-brand shops and a direct e-commerce channel
Dainese 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.
