Customer Facing & Order Management Team Leader at Essity · Milan

Customer Facing & Order Management Team Leader Location: Milan area , Italy Customer Facing & Order Management Team Leader For the Italian Sales & Marketing headquarters of Legnano (Milan), we are looking for a passionate Customer Facing & Order Management Team Leader to join the Health & Medical Business Unit. You will manage the Italian Team of Customer Facing and Order Management Representatives while also actively contributing to daily operations and supporting complex cases or peak activities. You will ensure consistent ways of working and a high-quality customer experience, coordinating effectively with Customers, Sales, Marketing, and Internal Operational Teams, while managing priorities, escalations, and performance in line with Essity’s Service Management Model. If you are someone who embodies our values, enjoys challenging the status quo, and thrives in a fast‑paced, innovative environment, we would love to meet you. About the Role Reporting to the Customer Service Manager, this role combines hands - on operational involvement, people leadership, operational excellence, and continuous improvement in service performance and customer value. What You Will Do Team Leadership & Supervision: Lead and supervise the Customer Facing and Order Management team, guiding daily interactions with customers and internal stakeholders to ensure excellent service delivery Service Prioritization & Planning: Define priorities and targets for the team in line with the global Service Management Model, balancing workload based on daily C4 case volumes and business priorities End-to-End Order to Cash Ownership: Lead, actively manage and support end-to-end Order to Cash processes working hands-on on order handling and issue resolution while collaborating closely with master data, warehouse, transportation, and finance teams Customer Escalation Management: Act as the primary escalation point for complex or urgent customer topics, proactively resolving issues through full 360° customer visibility Cross-Functional Collaboration: Work daily with Solution Specialist Supervisors to ensure due dates, SLA adherence, and consistent customer experience across all Service Management Model areas Service Strategy & Value-Added Requests: Review and approve daily value-added service requests that fall outside standard customer segment catalogues, ensuring alignment with service strategy Performance, Reporting & Improvement: Review dashboards and KPIs, identify deviations and improvement opportunities, prioritize actions based on customer classification, and define action plans to continuously improve service performance Who You Are University Degree in Business Administration, Supply Chain, Logistics, or strong experience in a related field Proven experience in leading Customer Facing & Order Management teams within a complex, cross-functional or matrix environment Fluency in both English and Italian language Knowledge of Excel, BI Analysis and the ability to use various digital tools Strong understanding of Order to Cash processes and Service Management principles, with the ability to manage priorities and escalations effectively Confident and collaborative Leader with strong communication, problem-solving, customer focus, and the ability to influence without formal authority ​What We Can Offer You Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being of people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere. This job posting is open to applications from all genders (Law 903/77 and Legislative Decree 198/06) and to individuals of any age, nationality, religion, disability, sexual orientation, or other characteristics protected by law. We do not discriminate in relation to access or treatment during the selection process. Application End Date: 21 mag 2026 Job Requisition ID: Essity261231