Working 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.
The 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).
The 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.
Main Tasks & Duties
Customer Service Leadership & Team Management (30%)
Lead, coach, motivate, and develop the Customer Service team.
Define individual and team objectives aligned with company priorities.




Ensure adequate workload distribution and resource planning.
Conduct regular performance reviews and support employee development.
Provide training and ongoing support to ensure high service standards.
Foster a customer-centric culture focused on accountability, collaboration, and continuous improvement.
Develop and implement customer service policies, procedures, and best practices.
Customer Service Operations & Order-to-Cash Management (40%)
Oversee the complete order-to-cash process, ensuring efficient order management, invoicing, and customer follow-up.
Ensure timely processing of customer orders and accurate invoicing.
Monitor credit control activities in partnership with Finance.
Manage customer inquiries, claims, returns, and service escalations.
Ensure customer requests and complaints are resolved effectively and within agreed timelines.
Monitor service level agreements (SLAs) and implement corrective actions where needed.
Drive operational excellence through continuous improvement initiatives.
Ensure accurate maintenance of customer records and ERP/CRM data.
Customer Relationship & Key

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