Customer Operations Lead, Iberia

BVI Medical, Inc.; Barcelona; Presencial; EUR 85.000 - 115.000; Jornada completa

Descripción de la vacante

BVI Medical, Inc. is seeking a Customer Service Manager for Iberia to lead the Spain and Portugal CS teams, ensuring a high-quality, customer-focused service and a consistent regional experience.

The role combines people leadership, operational ownership and continuous improvement to shape CS across Iberia. The ideal candidate will coach teams, own daily operations, resolve escalations, monitor KPIs and collaborate with Sales, Warehouse, Purchasing and Technical Service to ensure on-time

Formación

• 3+ years of experience leading Customer Service teams with a strong track record in people leadership.
• 3+ years of experience in Customer Service, Operations, or Supply Chain environments; purchasing is a plus.
• Native/bilingual Spanish and fluent professional English; daily global team communication.
• Experience with ERP/CRM systems; SAP Business One or similar is an advantage.
• Strong Excel skills and comfort with data, reporting and KPIs.
• Proven leadership and collaboration across functions, countries and cultures.

Responsabilidades

• Lead, coach and develop the Customer Service team across Spain and Portugal.
• Own day-to-day Customer Service operations across Iberia, including order management and returns.
• Show hands-on leadership to resolve complex issues and escalations.
• Set and improve Customer Service KPIs, service levels and performance metrics.
• Drive continuous improvement of processes, systems and the customer experience.
• Collaborate with Sales, Warehouse, Purchasing and Technical Service to ensure smooth delivery.
• Align local processes with global standards and share best practices with regional teams.
• Lead change and support a consistent BVI culture across Iberia.

Conocimientos

People leadership

Operations management

Customer service leadership

ERP/CRM systems

Excel

Educación

Bachelor's degree in Business or related field

Supply Chain / Operations background

Herramientas

SAP Business One

Descripción del empleo

BVI Medical, Inc. is seeking a Customer Service Manager for Iberia to lead the Spain and Portugal CS teams, ensuring a high-quality, customer-focused service and a consistent regional experience.

The role combines people leadership, operational ownership and continuous improvement to shape CS across Iberia. The ideal candidate will coach teams, own daily operations, resolve escalations, monitor KPIs and collaborate with Sales, Warehouse, Purchasing and Technical Service to ensure on-time