About the job
Europe
Italy
LE_0147-Grohe S.p.A
Bachelor-/Master-/Diploma-Thesis
Hybrid
Full Time
15 September 2025
Join Our Team at LIXIL – Leader Customer Service Italy, LIXIL Europe
At LIXIL, we believe in the power of water to transform lives. Through our innovative housing and water technology solutions, we aim to create better homes for everyone, everywhere. With operations in over 150 countries and a portfolio that includes renowned brands like GROHE, we are committed to excellence, sustainability, and elevating everyday living.
As part of LIXIL, GROHE stands at the forefront of bathroom and kitchen innovation, known for its commitment to design, quality, and smart technology. We are now looking for a Leader Customer Service Italy, LIXIL Europe to strengthen our customer service operations in Milan and help shape an outstanding customer experience.
Location:
Grohe S.p.A. – Via Crocefisso 19, 20122 Milano
Your Role & Impact
As Leader Customer Service Italy, you will take full ownership of the Customer Service function for the Italian market. This is a key role that blends hands-on leadership with strategic execution, overseeing a dedicated team while enhancing service quality, internal coordination, and operational processes.
You’ll work closely with logistics, warehouse, and sales teams—both locally and across Europe—to ensure customers receive exceptional support and solutions.
Key Responsibilities
Team Leadership & Development
- Lead, coach, and motivate the Customer Service team to deliver results
- Act as a key contact for HQ and regional colleagues, aligning on goals and updates
- Manage escalations and support team performance with empathy and decisiveness
- Oversee daily operations and ensure effective task distribution
Customer Experience Management
- Resolve customer queries, complaints, and delivery issues with efficiency
- Handle escalations and return processes, ensuring clarity and responsiveness
- Maintain excellent communication across all customer touchpoints
- Collaborate with DBS and logistics to manage delivery anomalies
Operational Excellence
- Oversee reporting activities including backlog, daily status, monthly reconciliations
- Validate and track invoices and maintain key operational files
- Monitor order release processes and ensure timely resolutions
- Coordinate end-of-month processes and warehouse alignment for key markets
Logistics & Warehouse Coordination
- Supervise stock levels, future arrivals, and warehouse activities
- Collaborate with Italian and German warehouses to prioritise deliveries
- Approve and manage transport anomalies in partnership with DBS
- Provide inventory insights to support marketing and sales plans
Sales Planning & Forecasting Support
- Provide accurate operational data to support forecasting and planning
- Monitor demand trends and stock levels for improved forecasting
- Align supply activities with marketing campaigns and regional planning
What You’ll Bring
- Proven experience leading and developing high-performing teams
- Strong customer focus with problem-solving and communication skills
- Excellent organisation and time management in fast-paced environments
- Analytical mindset with proficiency in reporting and process improvement
- Solid knowledge of inventory, logistics, and warehouse coordination
- Experience collaborating across functions and influencing stakeholders
- Business acumen with strategic planning capabilities
- Knowledge of S&OP and supply chain best practices
Required Skills & Tools
- Fluent in English (spoken and written)
- Proficiency in Microsoft Office and Google Suite
- SAP experience preferred
What We Offer
- Permanent full-time contract
- Competitive salary and benefits package
- €9 daily meal vouchers
- Family health insurance
- Hybrid working model (office + remote)
- A young, collaborative, and energetic work environment
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