Customer Service Manager

Altorecruit; Gerona; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

Altorecruit is supporting an international industrial manufacturer within the plastics and advanced materials industry in the recruitment of a Customer Service Manager for its Girona area manufacturing site.

The role coordinates the Customer Service function, oversees the order-to-delivery process, and acts as the main link between customers, Sales, Production, Planning, Logistics and Finance, in a fast-paced industrial environment.

Formación

• Previous experience in Customer Service, Sales Administration, Order Management or Customer Operations, ideally within an industrial or manufacturing company.
• Experience coordinating a Customer Service team or taking responsibility for a Customer Service function would be highly valued.
• Good understanding of the relationship between customer orders, production planning, logistics and supply chain.
• Experience working with ERP systems and order management processes.

Responsabilidades

• Coordinate and oversee the day-to-day activities of the Customer Service function.
• Ensure efficient management of the complete order-to-delivery process, from order entry through production, shipment and invoicing.
• Act as a key escalation point for customers regarding orders, deliveries, availability, lead times and service-related issues.
• Work closely with Sales, Production, Supply Chain, Planning, Logistics and Finance to ensure customer requirements are understood and fulfilled.
• Monitor customer orders and proactively identify potential delays, shortages or operational issues.
• Coordinate priorities between commercial requirements and plant capabilities.
• Maintain regular communication with customers regarding order status, delivery dates and changes.
• Handle and coordinate customer complaints and service incidents, ensuring internal follow-up and resolution.
• Support the commercial team by providing information regarding availability, production lead times, orders and deliveries.
• Develop and monitor Customer Service KPIs, identifying opportunities to improve service levels and internal processes.
• Contribute to the continuous improvement and standardisation of Customer Service procedures.
• Ensure accurate customer and order information within the ERP and internal systems.
• Promote collaboration between Customer Service and other operational departments.

Conocimientos

Customer Service

Order Management

Sales Administration

Customer Operations

Communication

Herramientas

ERP systems

Descripción del empleo

Altorecruit is supporting an international industrial manufacturer within the plastics and advanced materials industry in the recruitment of a Customer Service Manager for its manufacturing site in the Girona area.

The position will play a key role in ensuring an excellent customer experience, coordinating the Customer Service function and acting as the main link between customers, Sales, Production,

Planning, Logistics and Supply Chain.

We are looking for someone with a strong customer-oriented mindset who is also comfortable working within an industrial and manufacturing environment.

Main Responsibilities:

• Coordinate and oversee the day-to-day activities of the Customer Service function.
• Ensure efficient management of the complete order-to-delivery process, from order entry through production, shipment and invoicing.
• Act as a key escalation point for customers regarding orders, deliveries, availability, lead times and service-related issues.
• Work closely with Sales, Production, Supply Chain, Planning, Logistics and Finance to ensure customer requirements are correctly understood and fulfilled.
• Monitor customer orders and proactively identify potential delays, shortages or operational issues.
• Coordinate priorities between commercial requirements and plant capabilities.
• Maintain regular communication with customers regarding order status, delivery dates and any relevant changes.
• Handle and coordinate customer complaints and service incidents, ensuring appropriate internal follow-up and resolution.
• Support the commercial team by providing information regarding availability, production lead times, orders and deliveries.
• Develop and monitor relevant Customer Service KPIs, identifying opportunities to improve service levels and internal processes.
• Contribute to the continuous improvement and standardisation of Customer Service procedures.
• Ensure accurate customer and order information within the company's ERP and internal systems.
• Promote strong collaboration between Customer Service and the different operational departments of the manufacturing site.

Candidate Profile:

• Previous experience in Customer Service, Sales Administration, Order Management or Customer Operations, ideally within an industrial or manufacturing company.
• Experience coordinating a Customer Service team or taking responsibility for a Customer Service function would be highly valued.
• Good understanding of the relationship between customer orders, production planning, logistics and supply chain.
• Experience working with ERP systems and order management processes.
• Strong organisational and problem-solving skills.
• Ability to manage different priorities in a fast-paced industrial environment.
• Excellent communication skills and a clear customer-service orientation.
• Comfortable interacting both with international customers and internal operational teams.
• Fluent Spanish and English are essential.
• Additional European languages would be an advantage.
• Previous experience within plastics, chemicals, polymers, packaging, raw materials or another industrial B2B environment would be particularly valuable.

What the Position Offers

• Opportunity to join an established international industrial group with a significant European manufacturing presence.
• Position with direct exposure to Sales, Supply Chain, Production and Logistics.
• Key role in the development and improvement of the Customer Service organisation.
• International working environment and regular interaction with customers and colleagues across Europe.
• Long-term career opportunity within a global manufacturing organisation.

Location: Girona area

Working model: Predominantly plant-based / on-site

Industry: Industrial Manufacturing / Plastics & Advanced Materials