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.
German 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.
Compensation & Benefits:
A competitive30.800€ salary: 28,660€ base salary plus €2,150 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
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