<p><b> Grupo ANAYA </b> 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. </p><p></p><p> We are seeking a </p><p><b> Customer Service Coordinator </b></p><p><b>(Madrid)</b></p><p> to join <b> Grupo Anaya’s Operations team </b> . </p><p></p><p> 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. </p><p> This position reports directly to the <b> Customer Service and Channel Manager </b> . </p><p></p><p><b> Main responsibilities </b></p><p><b> Service management and quality </b></p><ul><li> Supervise the correct application of procedures and quality standards defined for the service. </li><li> Monitor key indicators such as incidents, handling times, order errors, and returns, and prepare the required service reports. </li><li> Manage external support during peak workload periods, ensuring service quality is maintained. </li></ul><p><b> Operational management </b></p><ul><li> Supervise the correct receipt, validation, and entry of orders into corporate systems such as ERP and CRM. </li><li> Coordinate the handling of logistical, commercial, and administrative incidents managed by the team. </li><li> Ensure full traceability of orders and claims. </li></ul><p><b> Data analysis and continuous improvement </b></p><ul><li> Continuously analyze key indicators related to activity, incidents, and service quality. </li><li> Support the team in managing incidents and cases requiring closer follow-up. </li><li> Prioritize service improvement plans, as well as cross-functional process enhancements with Operations, Commercial, and Technology teams. </li><li> Lead and support change management initiatives. </li></ul><p><b> Customer experience </b></p><ul><li> Implement improvements in communication, response times, and resolution processes. </li><li> Participate in service digitalization projects, including automation, self-service, CRM, and OMS initiatives. </li></ul><p><b> Team coordination and leadership </b></p><ul><li> Plan daily team workloads and adjust resources according to service needs. </li><li> Set individual and team objectives. </li><li> Evaluate performance, identify training needs, and keep the team knowledge base updated. </li><li> Foster a strong service culture, customer orientation, and accountability. </li></ul><p><b> Cross-functional coordination </b></p><ul><li> Act as the liaison with Commercial, Logistics, Technology, and Finance teams. </li><li> Participate in corporate projects that impact customers or order management processes. </li></ul><p><b> Essential requirements </b></p><ul><li> Degree in Business Administration, Commerce, Marketing, Logistics, Business Management, or a related field. </li><li> At least 5 years of experience in customer service and operations management. </li><li>2–3 years of experience in a coordinator or team leadership position. </li><li> English level C1. </li><li> Strong analytical skills, leadership, planning, problem-solving, and cross-functional communication. </li></ul><p><b> Valuable requirements </b></p><ul><li> Experience in publishing, editorial operations, or customer service in a complex service environment. </li><li> Specific training in Customer Experience or Service Management. </li><li> Knowledge of data analytics or business intelligence solutions. </li><li> Familiarity with generative AI, agentic AI, or low-code solutions. </li></ul><p><b> What we offer </b></p><ul><li> A strategic role within Grupo Anaya’s Operations organization. </li><li> The opportunity to help improve customer service quality, efficiency, and digitalization. </li><li> A collaborative environment with strong cross-functional interaction. </li><li> A professional setting that values initiative, continuous improvement, and data-driven decision-making. </li><li> Real opportunities for growth and development in a leading educational publishing group. </li></ul><p></p>