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

• 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

📌 Senior Customer Operations Lead (Barcelona)
🏢 TP
📍 Barcelona