ppWorking within the Customer Service team, this role is responsible for leading and executing the CVL Cosmetics South Middle Europe SL Customer Service strategy and operational plan. The Customer Service Manager will oversee daily customer service operations, drive service excellence, and ensure the efficient management of order-to-cash processes across the region. /p pThe role works cross-functionally with Sales, Supply Chain, Logistics, Finance, Marketing, and external partners to enhance customer satisfaction, optimize operational performance, and support the growth of our brands (Valmont, l'Elixir des Glaciers, and Storie Veneziane). /p pThe Customer Service Manager will lead and develop the Customer Service team, establish service standards and KPIs, identify process improvement opportunities, and ensure seamless execution of customer operations. Strong leadership, customer-centricity, analytical capabilities, and stakeholder management skills are essential for success in this role. This role reports to the CFO Europe. /p h3Main Tasks Duties /h3 h3Customer Service Leadership Team Management (30%) /h3 ul liLead, coach, motivate, and develop the Customer Service team. /li liDefine individual and team objectives aligned with company priorities. /li liEnsure adequate workload distribution and resource planning. /li liConduct regular performance reviews and support employee development. /li liProvide training and ongoing support to ensure high service standards. /li liFoster a customer-centric culture focused on accountability, collaboration, and continuous improvement. /li liDevelop and implement customer service policies, procedures, and best practices. /li /ul h3Customer Service Operations Order-to-Cash Management (40%) /h3 ul liOversee the complete order-to-cash process, ensuring efficient order management, invoicing, and customer follow-up. /li liEnsure timely processing of customer orders and accurate invoicing. /li liMonitor credit control activities in partnership with Finance. /li liManage customer inquiries, claims, returns, and service escalations.



/li liEnsure customer requests and complaints are resolved effectively and within agreed timelines. /li liMonitor service level agreements (SLAs) and implement corrective actions where needed. /li liDrive operational excellence through continuous improvement initiatives. /li liEnsure accurate maintenance of customer records and ERP/CRM data. /li /ul h3Customer Relationship Key Account Support (15%) /h3 ul liBuild and maintain strong long-term relationships with customers, distributors, and key stakeholders. /li liAct as the senior escalation point for strategic customers. /li liSupport Sales teams in achieving commercial objectives through excellent customer service execution. /li liPartner with key accounts to understand their operational needs and improve service delivery. /li liMonitor customer satisfaction and implement action plans to address improvement opportunities. /li liConduct regular business reviews with key customers when required. /li /ul h3Cross-Functional Collaboration Business Support (10%) /h3 ul liCollaborate closely with Sales, Finance, Logistics, Supply Chain, Marketing, and external service providers. /li liAlign customer service priorities with product launches, commercial initiatives, and customer requirements. /li liSupport inventory planning and logistics coordination to ensure product availability and delivery performance. /li liLead operational projects to improve customer experience and internal efficiency. /li liEnsure a seamless customer experience across all touchpoints. /li /ul h3Reporting Performance Management (5%) /h3 ul liMonitor and analyze customer service KPIs, including: ul liOrder fulfillment rate /li liOTIF (On Time In Full)



/li liBackorders /li liCustomer satisfaction /li liClaims and returns /li liInvoice accuracy /li liCredit collection performance /li /ul /li liPrepare regular operational and management reports. /li liIdentify trends and improvement opportunities through data analysis. /li liPresent performance updates and recommendations to management. /li liMonitor service metrics and implement improvement plans where required. /li liProficiency in Microsoft Office (particularly Excel). /li liCustomer‑oriented mindset with patience, reliability, and autonomy. /li liExperience in the beauty or luxury industry is a strong plus. /li /ul h3Qualifications /h3 h3Education /h3 ul liBachelor's Degree in Business Administration, Supply Chain, Logistics, or a related field. /li /ul h3Experience /h3 ul liMinimum 5 years of experience in Customer Service, Customer Operations, Order Management, or related functions. /li liPrevious experience managing customer service teams. /li liProven experience leading and developing teams of multiple employees. /li liExperience managing customer service operations in an international B2B environment. /li liExperience within the luxury, beauty, cosmetics, or premium consumer goods industry is highly desirable. /li /ul h3Skills Competencies /h3 ul liStrong leadership and people management skills. /li liExcellent communication and interpersonal skills. /li liStrong customer orientation and relationship management capabilities. /li liAdvanced problem-solving and decision-making skills. /li liStrong analytical and organizational skills. /li liAbility to work effectively in a fast‑paced and multicultural environment. /li liAbility to manage multiple priorities and remain calm under pressure. /li liAdvanced knowledge of Microsoft Office, especially Excel. /li liExperience with ERP and CRM systems. /li liSolid understanding of customer service principles and best practices. /li /ul h3Languages /h3 ul liFluent English (mandatory). /li liFluency in at least one additional European language. /li liSpanish, French, or Italian would be highly desirable. /li /ul /p #J-18808-Ljbffr

📌 Customer Service Manager (Substitution) (Barcelona)
🏢 Valmont - Cvl Cosmetics South Middle Europe Sl Barcelona
📍 Barcelona