Customer Service Manager

We are seeking a Customer Service Manager to lead our Customer Service team in Madrid.

The successful candidate will be responsible for managing finished goods flows from service partners to end customers nationwide, acting as the single point of contact for all Order-to-Cash (O2C) activities while ensuring full visibility, traceability, and efficient capacity planning.

Key Responsibilities:

• Proactively engage key customers to maintain required knowledge of customer's practices, needs, and strategies as they relate to forecasting, customer ordering processes, and customer profitability management.
• Identify and implement client optimization and service uplift opportunities, focusing on delivering an optimal service level.
• Provide strong leadership to the Customer Service team, building engagement, accountability, and a high-performance culture.
• Ensure a clear, clean, transparent, and comprehensive O2C flow, including managing orders, credit notes, and penalties until final invoicing.
• Deliver month-end processing and support required documentation and reporting during internal and external audits.
• Optimize processes through standardization and automation of related workflows within SAP or other IT tools.

Requirements:

• Minimum 5 years of experience as a Customer Service Manager or Operations Supply Chain in a multinational environment.
• Bachelor's degree or equivalent.
• Deep understanding of the B2C environment and its players.
• Strong project management skills with full appreciation of the 'big picture' without losing sight of the detail.
• Ability to cope in a fast-paced environment, within a global organizational framework.
• Good knowledge of drafting contracts.
• Spanish and English, both fluent in writing and speaking.
• Solid experience in leading and managing teams.
• Process-oriented with a holistic view and experience in change management.
• Profound analytical skills and creative problem-solving.

Benefits:

• Travel: 0-10%

We offer a dynamic and entrepreneurial work environment, with a focus on employee development and well-being.