About the Role
We are looking for a proactive and customer-oriented Customer Service & Logistics Lead to oversee customer service activities and ensure the smooth execution of order management and logistics processes. Reporting to the Operations team, this role will lead customer service team, coordinate external logistics partners, and work closely with Sales, Finance, Supply Chain, and Quality teams to deliver an excellent customer experience.

Key Responsibilities
• Lead, coach and develop a team of approximately 3 Customer Service professionals, fostering a culture of accountability, responsiveness and customer excellence.
• Oversee the end-to-end order management process, ensuring customer orders are processed accurately and delivered on time.
• Act as the primary escalation point for customer issues, proactively resolving service incidents and minimizing business impact.
• Drive initiatives to continuously improve customer satisfaction, service quality and overall customer perception.
• Monitor order fulfillment, backorders, delivery performance and stock availability, ensuring customers receive products within agreed service levels.
• Build strong working relationships with key customers, distributors, logistics partners and internal stakeholders.
• Manage the relationship with third-party logistics providers, ensuring contractual service levels (SLAs) and KPIs are consistently achieved.
• Challenge providers when performance falls below expectations and lead corrective action plans to improve service levels.
• Work closely with Supply Chain teams and Headquarters to anticipate supply risks, manage product availability issues and coordinate mitigation plans.




• Ensure clear and proactive communication to customers and stakeholders regarding service disruptions, shortages or delivery delays.
• Monitor inventory levels, logistics performance and operational metrics, identifying trends and opportunities for improvement.
• Lead regular operational reviews with logistics providers, Supply Chain and key business stakeholders.
• Drive continuous improvement initiatives, optimizing processes, reducing manual activities and enhancing operational efficiency.
• Ensure effective use of SAP for customer service, order management and reporting activities.
• Prepare and analyse service level reports, customer metrics and operational KPIs, translating data into actionable improvement plans. Profile & Experience
• Bachelor's degree in Business Administration, Supply Chain, Logistics or related field.
• Minimum 5 years of experience in Customer Service, Supply Chain, Logistics or Operations within the pharmaceutical, healthcare or other regulated industries.
• Previous experience managing a small team.
• Strong hands-on experience with SAP
• Proven experience managing third-party logistics providers and service level agreements.
• Strong understanding of order-to-cash, customer service and supply chain processes.
• Advanced Excel and reporting skills.
• Fluent Spanish and professional English. Required Skills
• Customer-centric mindset
• Strong organizational and planning skills
• Analytical and problem-solving capabilities
• Leadership and people management
• Continuous improvement orientation
• Ability to work in a fast-paced environment

📌 Customer Service (España)
🏢 Empresa Confidencial
📍 España