Country:
Spain
City:
Madrid
Job Family:
Supply Chain
Contract Type:
Unlimited-term
Job ID:
53315
Customer Service Manager Suuply Chain
Job Purpose
The Customer Service Manager is responsible for ensuring an excellent and sustainable level of customer service, building long-term customer relationships, and guaranteeing the efficient execution of the Order to Invoice process.
The role aims to balance customer satisfaction, operational efficiency, and cost control, acting as the main point of contact between customers, internal teams, and Supply Chain.
Position in the Organization
- Reports to: Supply Chain Manager
- Works closely with: Sales, Demand Planning, Logistics, Finance
- Manages: Customer Service / Sales Administration team (depending on country scope)
Key Responsibilities
Customer Service Management
- Ensure the smooth and accurate execution of the Order to Invoice process (order entry, invoicing, deliveries).
- Act as the primary customer contact for service-related topics, issues, and follow-up.
- Manage claims, shortages, and critical situations, ensuring fast, customer-oriented solutions.
- Build and maintain strong, professional relationships with customer counterparts.
Team Management
- Lead, develop, and organize the Customer Service team.
- Set clear objectives, prioritize activities, and ensure high service quality.
- Promote a culture of customer orientation, continuous improvement, and collaboration.
Planning and Coordination
- Coordinate with Demand Planning to ensure forecast reliability.
- Work closely with Supply Chain and Logistics to optimize service level and inventory.
- Ensure accurate customer and product master data management.
Performance Monitoring & Continuous Improvement
- Define and monitor service KPIs (service level, claims, )
- Analyze deviations and define corrective action plans.
- Participate in process improvement projects and system enhancements (SAP or other ERP tools).
Job Scope
(Indicative – to be adapted per country/business)
- Management of multiple customers and SKUs
- Significant monthly order volumes
- Direct impact on customer satisfaction and service performance
Education & Experience
- University degree in Logistics, Business Administration, Economics, or similar.
- 3–5 years of experience in Customer Service, Supply Chain, or Logistics.
- Team management experience is a strong asset.
Technical Skills
- Strong knowledge of order management systems (SAP or equivalent ERP).
- Data analysis and reporting capabilities (Excel, KPIs).
- Solid understanding of customer service and logistics processes.
Key Competencies
- Strong customer orientation.
- Leadership and decision-making skills.
- Clear communication and conflict management ability.
- Structured, results-driven, and well-organized.
- Continuous improvement mindset.
Languages
- Spanish: Native
- English: Professional working proficiency
- Additional languages: an asset