Are you a customer-focused, proactive professional with a passion for delivering excellent service, solving issues before they escape, and ensuring smooth end-to-end operations? Do you thrive in dynamic environments where coordination, ownership, and collaboration across multiple stakeholders are essential to success?
We are looking for a Customer Service Specialist to join our Customer Supply Chain team in Iberia, reporting directly to the Logistics & Customer Service Manager. In this role, you will act as the primary point of contact for customers, managing the full Order-to-Cash process and ensuring excellent service execution across assigned accounts.
What your role is:
Order-to-Cash & Customer Operations
- Manage end-to-end Order-to-Cash processes across assigned Iberia accounts.
- Act as the primary point of contact for customers, ensuring a responsive, proactive, and customer-centric service experience.
- Coordinate distributor management and direct shipment operations, ensuring efficient and smooth logistics execution.
- Manage 3PL processes and communications, ensuring operational alignment and service continuity.
- Create and maintain customer logistics templates and ensure operational data accuracy.
- Receive, investigate, and resolve customer and distribution claims, including pricing disputes and product-related issues.
- Ensure service level performance, customer distribution execution, penalty follow-up, and full traceability across logistics flows.
- Execute distributor charge and credit processes, monthly fees, and account reconciliations in coordination with Finance.
- Maintain sales order reporting and support financial and operational follow-up activities.
- Check customer conditions, investigate discrepancies, and coordinate resolutions with Sales or customers.
- Track promotional calendars and ensure customers order the correct promotions at the right time, including TPM modifications where required.
- Manage shortages, derogations, and copacking-related activities to minimize disruption and protect customer service levels.
Service Performance & Issue Prevention
- Proactively monitor order patterns, operational risks, and service indicators to anticipate issues and prevent service failures before they occur.
- Identify recurring service issues and coordinate root-cause corrective actions with Sales, Supply, Finance, and logistics partners.
- Monitor customer satisfaction and contribute to action plans that improve service quality and strengthen customer relationships.
- Ensure customers follow agreed operational processes and commercial conditions while maintaining a collaborative partnership approach.
Continuous Improvement & Modernization
- Support continuous improvement initiatives focused on simplification, automation, and service efficiency.
- Contribute to the improvement and modernization of customer service tools, templates, and tracking processes.
- Identify opportunities to simplify workflows, reduce manual tasks, and enhance customer experience.
- Participate in cross-functional projects such as warehouse transitions, process upgrades, and 3PL improvements.
Stakeholder Management & Collaboration
- Promote collaboration and transparency across stakeholders, ensuring the right information reaches the right people at the right time.
- Build strong working relationships with internal and external partners to support operational excellence and customer service performance.
What you’ll bring to the team:
You are a service-oriented and agile professional who combines strong operational discipline with a proactive mindset and the ability to build trusted relationships across internal and external stakeholders.
Minimum Requirements
- Bachelor's Degree.
- 1-3 years of experience in Supply Chain, Customer Service, Logistics, or related areas.
- Strong customer orientation and results-driven mindset.
- Ability to coordinate priorities effectively in a fast-paced environment.
- Strong teamwork and cross-functional collaboration skills.
- Experience working in a multinational environment.
- English level C1.
Additional Skills
- Strong customer-centric mindset and confidence handling difficult conversations.
- Analytical skills to interpret service KPIs and identify improvement opportunities.
- Ability to anticipate needs, adapt quickly, and prioritize effectively.High level of ownership, autonomy, and rigor in execution.
- Curiosity and willingness to adopt new tools, processes, and ways of working.
What we offer:
- Flexible hybrid work, early Fridays & summer hours.
- Private health insurance & wellbeing support from day one.
- Pension plan with enhanced contributions.
- Meal vouchers & versátil benefits.
- Generous time off to recharge.
- Team volunteering initiatives.
- Growth opportunities, discounts & a people-first culture.
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