As the Customer Service Manager – Iberia, you will lead and develop the Customer Service organisation across Spain and Portugal, ensuring a high-quality, customer-focused service and a consistent customer experience across the region.This is a hands-on leadership role, combining people leadership, operational ownership and continuous improvement, with the opportunity to shape and further develop the Customer Service function across Iberia.

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Key Responsibilities

Lead, coach and develop the Customer Service team across Spain and Portugal, ensuring high engagement, performance, capability and adherence to BVI policies and local regulations.
Own day-to-day Customer Service operations across Iberia, including order management, delivery commitments, backorders, returns, complaints and customer communications.
Act as a hands-on leader,



stepping in to support customers and resolve complex issues and escalations while maintaining a strong understanding of front-line activities.
Set, monitor and improve Customer Service KPIs, service levels and performance metrics, using data and reporting to identify opportunities and drive results.
Build a culture of continuous improvement, leading initiatives to improve processes, systems, efficiency and the overall customer experience.
Work closely with Sales, Warehouse, Purchasing and Technical Service to ensure smooth end-to-end order-to-delivery execution and proactively address issues that may impact customers.
Partner with BVI’s global Customer Service organisation and other European teams to align local processes with integral standards and share best practices.
Lead the team through change and organisational development, while building strong relationships with key stakeholders and supporting a consistent BVI culture across Iberia.

Qualification

Education: Bachelor’s degree in Business, Supply Chain,

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