The Senior Customer Account 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. Italian 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 u
📌 Senior Customer Account Lead – Order to Cash (Barcelona)
🏢 TP
📍 Barcelona