Customer service coordinator

Grupo ANAYA is one of Spain’s leading educational publishing groups, with a strong commitment to innovation, quality, and the transformation of teaching and learning. Joining our team means becoming part of a company that works closely with educators, schools, and academic institutions to create real impact in classrooms and in the learning of Spanish worldwide.

We are seeking a

Customer Service Coordinator

(Madrid)

to join Grupo Anaya’s Operations team.

This key role involves ensuring excellent, efficient, and high-quality customer service experience, aligned with the company’s standards, while leading the operational coordination of the Customer Service team.

This position reports directly to the Customer Service and Channel Manager.

Main responsibilities

Service management and quality

• Supervise the correct application of procedures and quality standards defined for the service.
• Monitor key indicators such as incidents, handling times, order errors, and returns, and prepare the required service reports.
• Manage external support during peak workload periods, ensuring service quality is maintained.

Operational management

• Supervise the correct receipt, validation, and entry of orders into corporate systems such as ERP and CRM.
• Coordinate the handling of logistical, commercial, and administrative incidents managed by the team.
• Ensure full traceability of orders and claims.

Data analysis and continuous improvement

• Continuously analyze key indicators related to activity, incidents, and service quality.
• Support the team in managing incidents and cases requiring closer follow-up.
• Prioritize service improvement plans, as well as cross-functional process enhancements with Operations, Commercial, and Technology teams.
• Lead and support change management initiatives.

Customer experience

• Implement improvements in communication, response times, and resolution processes.
• Participate in service digitalization projects, including automation, self-service, CRM, and OMS initiatives.

Team coordination and leadership

• Plan daily team workloads and adjust resources according to service needs.
• Set individual and team objectives.
• Evaluate performance, identify training needs, and keep the team knowledge base updated.
• Foster a strong service culture, customer orientation, and accountability.

Cross-functional coordination

• Act as the liaison with Commercial, Logistics, Technology, and Finance teams.
• Participate in corporate projects that impact customers or order management processes.

Essential requirements

• Degree in Business Administration, Commerce, Marketing, Logistics, Business Management, or a related field.
• At least 5 years of experience in customer service and operations management.
• 2–3 years of experience in a coordinator or team leadership position.
• English level C1.
• Strong analytical skills, leadership, planning, problem-solving, and cross-functional communication.

Valuable requirements

• Experience in publishing, editorial operations, or customer service in a complex service environment.
• Specific training in Customer Experience or Service Management.
• Knowledge of data analytics or business intelligence solutions.
• Familiarity with generative AI, agentic AI, or low-code solutions.

What we offer

• A strategic role within Grupo Anaya’s Operations organization.
• The opportunity to help improve customer service quality, efficiency, and digitalization.
• A collaborative environment with strong cross-functional interaction.
• A professional setting that values initiative, continuous improvement, and data-driven decision-making.
• Real opportunities for growth and development in a leading educational publishing group.