OverviewOur client is a leading international industrial group, partnering with a general company in the manufacturing sector to recruit a Customer Service Director for its Specialties Business Unit, based in Barcelona.
This strategic leadership role will report directly to the BU Specialties Commercial Director and will be responsible for defining, leading, and implementing a unified customer service model across international markets, ensuring excellence in customer experience, operational reliability, and proactive service.
Mission: He/ she will drive the creation and implementation of a unified customer service offer, and secure both pro-active customer engagement and service reliability.
She/he will lead a globally spread customer service team and establish a close internal cooperation with operations, supply chain and the sales team.ResponsibilitiesDefine the processes and standards in terms of timing and quality, to adapt the service to the different customers and markets, promoting continuous improvement through the appropriate action plan within the CS team.Secure reasonable customer split / workload within CS team.Secure back up plan in case of illness and holidaysSupport the team / individual CS in case of questions or decisionsDrive a PRO ACTIVE behavior: we inform customers of deviations before they ask usDrive a behavior of accountability for the customer.
Take responsibility for your service offer.Drive activities to optimize the company cash flow performance (cash collection, overdue stock, invoicing process).
Lead the execution of allocation priorities and propose the necessary actions to improve the lead time and contribute to making the relationship among CS and Planning to be smoother.Secure close cooperation between the customer service team and the sales teamAlign with SD on a correct split of responsibilities and tasks between CS and SalesLead, coordinate and supervise the functions and tasks as well as the performance of the team, providing the necessary development, training, and motivation to the CS members.Interact with PM and Business Development to better understand the new products and together define a more accurate service for each customer.Coordinate the administrative and logistic support available, being the principal link with the sales force area.Coordinate with IT, which is needed to improve and develop the systems, also making sure that SAP implementation in the CS department is adequate.
She/he will be the valid interlocutor for IT to adapt the system to the self-adhesive business.Actively contribute in the Commercial management teamParticipate regularly in meetings with the mill/supply chain and the commercial team, as well as with CS located in the different regions.Profile Requested / QualificationsUniversity degree or similar.Minimum of 5 years of experience in customer service.Minimum 3 years of leadership experience of a customer service teamMust have fluency in English.
Spanish is highly appreciated.Specific knowledge from paper producing companies is a plus.Advanced users in office (Excel, Word, PowerPoint); knowledge of SAP and Lecta legacy systems will be highly appreciatedExcellent leader: Good communications skills, capacity of organization, coordinate, and motivate a team.Result oriented, good team player, focus on efficiencyAvailability for travelling at least 30% of the time.Seniority levelDirectorEmployment typeFull-timeIndustriesStaffing and RecruitingReferrals increase your chances of interviewing at Catenon by 2xGet notified about new Customer Director jobs inBarcelona, Catalonia, Spain.
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