Descripción de la oferta
The Senior Customer Operations Lead ensures end-to-end customer account coordination across the O2C cycle — from order entry to delivery, invoicing, and post-sales issue resolution.
The role serves as the main operational interface between Customers, Sales, and internal support functions, ensuring that service levels and process quality meet our client's customer-centric standards. It is a key position to deliver a “One Customer” experience through process discipline, visibility, and proactive communication.
Main Tasks
• Is in charge of ordering for Gold Customer
• Is in charge of solving the problems (aka cases) of Gold Customers
• Manage and oversee the complete Order-to-Cash cycle for assigned customers.
• Coordinate with Sales, Logistics, and Finance to ensure smooth order flow, on-time delivery, and accurate invoicing.
• Act as escalation point for complex customer issues (delivery, billing, claims) ensuring timely and professional resolution.
• Ensure adherence to customer segmentation rules (Gold, Silver, Bronze) and defined service levels.
• Drive the adoption of digital tools such as the Customer Portal, CRM, and EDI for self-service and transparency.
• Monitor performance indicators (OTIF, backlog, blocked orders, open claims) and communicate improvement actions.
• Facilitate alignment meetings between commercial and operational teams to discuss performance and pain points.
• Support onboarding of new customers, ensuring master data completeness and training on digital tools.
• Lead continuous-improvement activities to simplify processes and enhance customer satisfaction.
• Support change management and knowledge sharing across European Customer Care teams.
Requirements
• Spanish proficiency at C1 level or higher.
• English proficiency at C1 level or higher.
• Comprehensive knowledge of the Order-to-Cash process and its interfaces (Sales, Logistics, Finance).
• 3+ years of experience in Customer Account Management or Customer Care leadership.
• Bachelor’s or university degree in Business, Supply Chain, or a related discipline.
• Advanced skills in SAP S/4HANA Sales & Distribution and related reporting tools.
• Excellent communication, negotiation, and stakeholder management capabilities.
• Strong analytical skills and experience interpreting service KPIs and identifying corrective actions.
• Customer-centric mindset with a focus on proactive service and transparency.
• Experience leading process-improvement or transformation initiatives.
• Ability to work cross-functionally with customers and internal stakeholders including Finance, Sales, Customer Care, Legal, IT/SAP teams, and shared service centers in a fast-moving, multicultural environment.
• Eligible to work in Spain.
Benefits
Compensation & Benefits:
- A competitive 26.000€ salary: 24,200€ base salary plus €1,800 in performance bonuses,
- Referral Program: Earn up to €2,000 for bringing friends, depending on the language/project
- Relocation package support
- Private Health Insurance
- Continuous skill development and certifications
- Clear career growth opportunities supported by coaches and a motivating team environment
- You’ll be based in Barcelona’s 22@ district, a vibrant innovation hub where top global companies and international talent come together to create, grow, and lead
