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!