Customer Service Manager

Are you a confident, self-motivated and passionate professional who has strong experience in customer support and planning field service activities ?

In this role you’ll be… responsible of the helpdesk and planning teams to deliver high standard level of resolutions and services for our IBERIA operations.

You’ll have an opportunity to… build strong relationships with sales and service operational teams to identify priorities and activities required to optimize customer technical resolutions and service demands.

You should possess… a similar experience in a fast pace environment, had lead a team effectively and resilient management skills to coordinate resources.



Principal Activities/Duties/Responsibilities
Manage, support and influence a team of 9 plus outsourced resources, distributing and coordinating effectively the workload
Ensure customer demands are accomplished according to SLA
Deliver excellent level of technical resolutions with helpdesk team and ensure that planning team delivers high standards of customer response and logistics
Ensure individual and team performance using KPI’s
Monitor and analyze performance data of services and reporting
Assure administrative activity related with services (invoicing, credit notes, disputes, stock in transit)
Assure weekly meetings with operations to define strategic services
Develop processes and standards to improve service support to operations

Education and/or Experience Required

Minimum 5 years experience in similar role, in field service activity, after sales or leading teams in close relationship with industrial customers
Strong customer-communication skills
Analytical and technical skills, written and verbal communication, excellent interpersonal skills including collaboration and sympathy
Planning skills, project management and prioritization
Highly self motivated, driven by results, initiative and autonomous
Practical experience with SAP CS & MM module and invoicing transactions
Good knowledge and experience of MS excel functions (pivot tables & formulas)
Fluent in Spanish and professional English, Portuguese and/or Italian is a plus