Sofidel, headquartered in Porcari (Lucca), is a global leader in tissue paper production. With operations in 12 European countries and 12 U.S. States, we employ over 9,500 people dedicated to innovation, sustainability, and inclusivity. Our products—such as toilet paper, paper towels, and napkins—are distributed in more than 50 countries.
We own well-known brands including Regina, Nicky, Sopalin, Le Trèfle, Hakle, Softis, Nalys, Cosynel, and KittenSoft, and also produce for private-label retailers. Through the Papernet brand, we serve the Away-from-Home sector, providing quality solutions for businesses and public spaces.
Wherever you are, Sofidel is there, bringing comfort, quality, and sustainability to everyday life!
The Customer Services Manager is responsible for managing and optimizing the end-to-end Order-to-Cash process, ensuring efficient order execution, service excellence and compliance with Group standards. The role acts as the key link between customers and internal functions and drives operational performance through proactive issue resolution, KPI monitoring, process control and continuous improvement initiatives.
· Lead, develop, and motivate the Customer Service team, ensuring high performance and customer focus.
· Manage the order-to-cash process to ensure timely and accurate fulfillment of customer orders , as well as effective monitoring and collection of customer payments.
· Monitor operational performance through defined KPIs. Oversee customer payment reconciliation activities, including payment matching, open balance management, and the issuance of credit and debit notes.
Oversee customer complaint management, ensuring root cause analysis, corrective actions, and effective communication with customers.
· Coordinate daily with Sales, Logistics, Production, Planning, and Finance departments to ensure efficient execution of customer requirements.
· Ensure accurate maintenance of customer data, pricing conditions and discounts, contracts in ERP/CRM systems.
· Prepare and analyze customer service reports, identifying trends, risks, and improvement opportunities.
· Lead continuous improvement initiatives to optimize customer service processes, reduce errors, and improve customer satisfaction.
· Promote the Corporate Principles and Values
Being part of an international team, in a challenging professional environment and a constant opportunity to learn&to develop alongside both senior and junior team members across continents is what defines Sofidel working environment.
With a particular attention to balancing personal and professional life and nurturing long term relationships, every team member finds in Sofidel opportunities to proudly value own abilities, attitudes and dreams.
The compensation package includes a competitive salary and performance bonuses, meal tickets, gift, holiday and transportation vouchers, flexibility and the chance to make a difference in a traditional industry navigating to state of the art technology.
We are committed to offering a fair and transparent compensation approach.
This role sits within a salary range of 12.000 and 15.000 RON gross monthly, defined based on internal equity and external market benchmarks. The final offer will be tailored, reflecting the selected candidate’s experience, skills, and overall contribution to the role.
The Sofidel Group, headquartered in Porcari (Lucca, Italy), is one of the leading manufacturers of paper for hygienic and household use worldwide. Established in 1966, the Group is active in 13 countries, 12 in Europe and the United States (12 States following the Royal Paper’s assets acquisition), with approximately 9,500 employees and a production capacity of 1,913,000 metric tons per year (following the Royal Paper’s assets acquisition). In 2024, the Group had Net Sales of 3.225 billion Euros. “Regina”, its most well-known brand, is present on almost all the reference markets. Other brands include: Sopalin, Le Trèfle, Hakle, Softis, Nalys, Cosynel, KittenSoft, Nicky and Papernet. Sofidel is committed to reaching Net-Zero carbon emissions by the end of 2050.
