Customer Service Manager C1/C2 English - Multinational Barcelona (Barcelona)

Descripción de la oferta

Duración de la oferta: hasta el 01/05/2026.

Funciones

Lead, coach and develop the Customer Service team dedicated to the Europe market, ensuring high performance, engagement and service orientation.
Oversee the end-to-end order management process: order entry, order validation, follow-up, delivery tracking, invoicing and claim management.
Ensure the correct use and optimisation of SAP for order processing, billing and reporting.
Manage and monitor EDI flows with key customers, coordinating with IT and external partners to solve incidents and improve reliability.
Guarantee on-time delivery, high OTIF and customer satisfaction KPIs, proposing and implementing action plans when deviations occur.
Act as main point of contact for key UK customers regarding service, orders, deliveries, incidents and escalations.
Collaborate with Sales, Supply Chain, Logistics and Finance to align forecasts, stock availability and commercial conditions.
Analyse data and create regular reports (KPIs, service levels, incidents, root cause analysis) and present them to management.
Drive continuous improvement projects in processes, tools and ways of working, especially around SAP and EDI integration.
Ensure compliance with company policies, quality standards and any specific requirements of UK customers.

Requisitos

Bachelor's degree in Business Administration, Economics, Supply Chain, International Trade or similar.
5+ years' experience in Customer Service Manager/ Order Management roles within an international environment.
Previous experience managing or coordinating a Customer Service team is highly valued.
Solid experience working with SAP (SD module or similar) in an order-to-cash context.
Proven experience with EDI (set-up, monitoring, incident management, coordination with IT/providers and customers).
Previous exposure to the Europe market (customers, retailers, distributors or B2B environment).
Fluent English (C1 level or higher). Other European languages are a plus.
Strong analytical skills, comfortable working with KPIs and reports.
Excellent communication, stakeholder management and problem-solving skills.
Proactive, hands-on, with a strong customer focus and continuous improvement mindset.

Se ofrece

Permanent contract directly with a leading multinational company.
Hybrid work model based in Barcelona city.
Competitive salary package, plus benefits in line with the company's policies.
International, dynamic and collaborative working environment.
Opportunities for professional growth and development within a global structure.