Customer Service Manager

Manages finished goods flows from service partners to end customers nationwide and acts as the single point of contact for all Order-to-Cash (O2C) activities, ensuring full visibility, traceability and efficient capacity planning. It drives a customer-centric approach through proactive engagement with key customers on forecasting, ordering processes and profitability, and ensures product quality standards and compliance with food safety, consumer protection and relevant local regulations across the supply chain. The position leads the Customer Service team, standardising processes and driving continuous improvement and operational efficiency in line with evolving business needs.

• Manage finished goods flows from service partners to end customers nationwide, acting as the single point of contact for all Order-to-Cash (O2C) activities and ensuring full visibility, traceability and efficient capacity planning.
• Proactively engage key customers, in conjunction with the Sales organisation, to maintain required knowledge of their practices, needs and strategies relating to forecasting, customer ordering processes and customer profitability management.
• Identify, analyse and implement customer optimisation and service uplift opportunities, including labelling, MOQ, penalties, shelf-life extension requests and unloading and penalty contract costs, focusing on optimal service levels and added-value tasks.
• Maximise customer fulfilment and prevent out-of-stocks.
• Provide strong leadership to the Customer Service team, building engagement, accountability and a high-performance culture.
• Set clear goals, develop team capabilities and drive performance in alignment with the organisation's objectives and purpose, leading change and continuously improving the customer experience.
• Own the O2C process, ensuring a clear, clean, transparent and comprehensive flow including managing orders, credit notes and penalties through to final invoicing to customers.
• Deliver month-end processing and support internal and external audits with required documentation and reporting on inventories, orders and invoices, maintaining system and database integrity.
• Optimise processes through standardisation and automation of related workflows within SAP or other IT tools.
• Ensure product quality standards and compliance with food safety, consumer protection and relevant local regulations across the supply chain.

• Minimum 5 years of experience as a Customer Service Manager or in Operations Supply Chain in a multinational environment.
• Bachelor's degree or equivalent.
• Deep understanding of the B2C environment and its players, with the ability to effectively leverage previous work experience in managing multiple different customers.
• Strong project management skills with full appreciation of the “big picture” without losing sight of the detail and commitment to deliver quality results.
• Ability to cope in a fast-paced environment, within a global organisational framework.
• Good knowledge of drafting contracts.
• Fluent written and spoken Spanish and English.
• Solid experience in leading and managing teams.
• Process-oriented with a holistic view and experience in change management.
• Profound analytical skills and creative problem-solving.