Customer Operations Lead

Physiol; Bellprat; Presencial; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

BVI is seeking a Customer Service Manager for Iberia to lead and develop the service organization across Spain and Portugal, ensuring a high-quality, customer-focused experience with consistent standards. This hands-on role combines people leadership, operational ownership and continuous improvement to shape Iberia’s customer service function.

You will lead teams across Iberia, own day-to-day operations including order management and escalations, and collaborate with Sales, Warehouse and

Formación

• Bachelor’s degree in Business, Supply Chain, Operations or a related field, or an equivalent combination of education, training and relevant experience.
• 3+ years of experience leading Customer Service teams with strong people leadership and operational delivery.
• 3+ years of overall professional experience in Customer Service, Operations, Supply Chain or related environment; experience with Supply Chain/Purchasing is a plus.
• Native or bilingual Spanish and fluent professional English; daily communication with global teams; interview assessment of English.
• Experience with ERP/CRM systems; SAP Business One or similar is advantageous; strong Excel skills and data reporting.
• Strong people leadership, communication and stakeholder management; ability to collaborate across functions, countries and cultures.
• Hands-on, solution-oriented focus on customer experience, operational excellence and continuous improvement.

Responsabilidades

• Lead, coach and develop the Customer Service team across Spain and Portugal, ensuring high engagement, performance, capability and adherence to policies.
• 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 global 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.

Conocimientos

People leadership

ERP/CRM systems

Excel

Data & KPIs

Stakeholder management

Customer experience

Cross-functional collaboration

Educación

Bachelor's degree in Business, Supply Chain, Operations or related field

Herramientas

SAP Business One

Descripción del empleo

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.

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 global 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, Operations or a related field, or an equivalent combination of education, training and relevant experience.
• Customer Service Leadership: 3+ years of experience leading Customer Service teams, with a strong track record of people leadership and operational delivery.
• Relevant Experience: 3+ years of overall professional experience in Customer Service, Operations, Supply Chain or a related environment. Experience working with or leading Supply Chain and/or Purchasing activities is an advantage.
• Languages: Native or bilingual Spanish and fluent professional English, with confidence communicating daily with global teams. English proficiency will be assessed during the interview process.
• Systems & Data: Experience working with ERP/CRM systems; SAP Business One or similar is an advantage. Strong Excel skills and confidence working with data, reporting and KPIs.
• Leadership & Collaboration: Strong people leadership, communication and stakeholder management skills, with the ability to collaborate effectively across functions, countries and cultures.
• Customer Focus: A hands-on, solution-oriented approach with a strong focus on customer experience, operational excellence and continuous improvement.

Company

BVI® is refocusing the future of vision.
As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes:Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), andspans more than 90 countries.
We’ve set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept – taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.
Learn more at www.bvimedical.com