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Customer Service Manager

About the position

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications.

Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years and we are always striving for new ways to make boating easier, safer, and more enjoyable.

We are a journey of continuous growth – now looking for our next star – a passionate Customer Service Manager. This position reports to Operations Manager and will work in Forli, Italy.

As Customer Service Manager of the Forli team, you will play a critical role in the overall satisfaction of our customers. This position requires an action-orientated, flexible, problem solver who will assist customers with tracking open orders, expediting high priority shipments, and correcting discrepancies. The ideal candidate will demonstrate excellent written and verbal English and Italian communication skills and be able to deliver effective solutions with a positive upbeat attitude. Dometic Customer Service Manager should be comfortable utilizing a variety of software applications to navigate customer accounts, research and review orders, and resolve customer concerns.

General Responsibilities

  • Overall responsibility for ensuring the customer service process supports our customers.
  • Interacting with customers via telephone, email etc.
  • Handling complaints from customers in a timely manner.
  • Manage customer orders from entry through shipment and invoicing.
  • Answers incoming customer calls and emails regarding billing issues, product problems, service questions and general client concerns.
  • Work with cross-functional teams and multiple departments to resolve issues with customer orders.
  • Keep records of customer interactions and document any changes to their accounts.
  • Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
  • Build sustainable relationships of trust through open and interactive communication with customers, carriers, and forwarders.
  • Create reports to update customers on open order status and explain backordered product.
  • Maintain a high level of professionalism with customers and work to establish a positive rapport.
  • Update and maintain daily reports.
  • Delivering service support to dealers and service partners, providing them with technical advice, resolving product issues and acting as the point of contact for technical advice and product application.
  • Acting as point of contact for technical issues arising from failures and customer claims.
  • Managing staff – Appraising staff and supporting them so that they can achieve goals set. Making sure that the customer services team has the most up to date training and certification that is relevant for the products we are supplying.

What do we offer?

You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow, evolve with the company and take on new challenges.

  • Employee Assistance Program
  • Company pension
  • Holiday (annual leave and bank holidays)
  • Paid maternity/paternity leave
  • Free on-site parking
  • Opportunities to make an impact

Work with great people

Ray Wong
VP of Product & Technical Development
"Working at Dometic has been an incredible journey, taking me from an intern to VP of Technology & Product Development. Every day is an adventure for those ready to learn and innovate. At Dometic, our job isn’t done until our customers enjoy their vacations and cherish precious moments with friends and family. This mission is my lifelong passion."
Ronald Ho
Product Manager
"At Dometic, the dynamic pace keeps me engaged daily. With diverse challenges and a supportive team, growth opportunities abound. It’s an energizing environment where every day is a new adventure."
Mindi Reinert
Production Supervisor
"Dometic has given me the opportunity to grow professionally and individually. Our product scope is off the charts for outdoor living. I take pride in working for this company and being a part of the Dometic journey. I can’t wait!"

Skills & Requirements

SKILLS & REQUIREMENTS

The ideal candidate for this role will bring demonstrated success in customer service environment. Additionally, they will have acquired the following qualifications and experiences:

  • Associates degree in business or related area (preferred).
  • Experience in managing internal/external relationships – customers, suppliers and staff from other departments is essential.
  • Experience working with a multi-cultural client and customer base.
  • Experience working in or with a distribution or warehouse facility.
  • Experience with MRP/ERP systems.
  • Excellent English/Italian communication skills (Written, Verbal, and Comprehension)
  • Proficient with Microsoft Excel- must be able to capture and record data, create pivot tables, sort and filter data, build charts and graphs, and use formula functions.
  • Familiarity with web browsers and demonstrated ability to work with tailored in-house applications.
  • Ability to translate technical information/instructions into verbiage that our customer base will understand.
  • Ability to apply knowledge to new situations and use common sense to resolve customer questions.

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

  • Positive, can-do attitude.
  • The ability to think critically and resolve conflict.
  • Ability to multi-task, prioritize and manage time effectively.
  • The ability to collect data from multiple applications, quickly and accurately.
  • Consistently curious about technology.
  • Excellent organisational, planning and time management skills.
  • Flexibility.
  • Ability to work to tight deadlines.
  • Analytical & logical approach to problem solving.
  • Good communication & negotiation skills.
  • Ability to manage a varied and complex workload.

Dometic’s Core Values

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

Are you our next star? Then we would love to see your application.

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!

Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

About the company

Dometic is a global outdoor tech company on a mission to make mobile living easy. Leveraging our core expertise in cooling, heating, power & electronics, mobility, and space optimization, we empower more people to connect with nature and elevate their sense of freedom in the outdoors. We achieve this by creating smart, sustainable, and reliable products with outstanding design. Millions of people around the world use our products while camping and exploring nature with their cars, RV's, or boats. Our range of offerings includes installed products for land vehicles and boats, as well as standalone solutions for outdoor enthusiasts.

We employ approximately 7,000 people globally and sell our products in more than 100 countries. In 2024, we reported net sales of SEK 25 billion (USD 2.3 billion) and are headquartered in Stockholm, Sweden.


Aiste Laurinaityte | Contact Person

I'm interested
Marine

Forli | On-site
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