Customer Service Team Leader

Alstom; Madrid; Presencial; EUR 52.000 - 76.000; Jornada completa

Descripción de la vacante

Alstom in Madrid is seeking a Customer Service Team Leader to drive end-to-end support for Parts and Repairs, delivering outstanding customer experience while raising team performance.

You will manage relationships, oversee inquiries, orders, returns and complaints, define pricing with Operations and Customer Directors, and monitor delivery KPIs to foster continuous improvement.

Formación

• Degree in engineering or business field as listed above.
• High level of English.
• Experience in people management and team leadership.
• Experience in Customer Service and/or Supply Chain environments.
• Knowledge of SAP Sales & Delivery modules.
• Strong communication and stakeholder management skills.

Responsabilidades

• Lead and develop the Customer Service team, ensuring high performance and customer satisfaction.
• Manage end-to-end customer relationships for Parts & Repairs sales, from opportunity identification to payment collection.
• Oversee customer inquiries, orders, returns and complaint resolution within your portfolio.
• Define pricing tactics in collaboration with Operations Managers and Customer Directors.
• Monitor delivery performance through KPI management, root cause analysis and corrective actions.
• Drive continuous improvement initiatives in line with the APSYS roadmap.
• Coordinate performance reviews with Customer Service, Supply Chain, Procurement and Repair Center teams.
• Identify customer needs and business opportunities, providing valuable feedback to Sales and Customer Directors.

Conocimientos

People management

Customer service

Supply chain

Stakeholder management

Educación

Engineering/Industrial Studies/Business Administration degree

Herramientas

SAP Sales & Delivery

Descripción del empleo

At Alstom, we build what millions depend on daily - rail transportation systems that can’t afford to fail. We’re more than 85 000 people worldwide creating the industry’s most diverse portfolio: high-speed trains, metros, trams, maintenance services and integrated systems.

More than a job: a mission

We’re looking for a Customer Service Team Leader to lead customer service operations for Parts, Repairs and Overhaul activities, ensuring an outstanding customer experience while driving team performance and operational excellence.

You’ll work alongside people who show up with ownership, passion, and dedication - because they know what’s at stake: the journey home.

Your role, your impact

• Lead and develop the Customer Service team, ensuring high performance and customer satisfaction
• Manage end-to-end customer relationships for Parts & Repairs sales, from opportunity identification to payment collection
• Oversee customer inquiries, orders, returns and complaint resolution within your portfolio
• Define pricing tactics in collaboration with Operations Managers and Customer Directors
• Monitor delivery performance through KPI management, root cause analysis and corrective actions
• Drive continuous improvement initiatives in line with the APSYS roadmap
• Coordinate performance reviews with Customer Service, Supply Chain, Procurement and Repair Center teams
• Identify customer needs and business opportunities, providing valuable feedback to Sales and Customer Directors

You’ll work with sharp, committed teams across engineering, operations, supply chain and customer management - solving complex challenges that shape the future of mobility.

What You Bring

• Degree in Engineering, Industrial Studies, Business Administration or a comparable field
• High level of English
• Experience in people management and team leadership
• Experience in Customer Service and/or Supply Chain environments
• Knowledge of SAP Sales & Delivery modules
• Strong communication and stakeholder management skills

How Success Is Measured

• Customer satisfaction and responsiveness to inquiries and complaints
• Delivery KPI performance and implementation of improvement plans
• Team engagement, development and operational efficiency
• Quality and timeliness of commercial and customer service processes
• Contribution to continuous improvement and business growth opportunities

Alstom, a great place to grow

• Enjoy stability, challenges and a long-term career free from boring daily routines
• Collaborate with transverse teams and helpful colleagues
• Contribute to innovative projects
• Utilise our cooperative working environment
• Steer your career in whatever direction you choose across functions and countries
• Benefit from our investment in your development, through award-winning learning
• Benefit from a fair and dynamic reward package that recognises your performance and potential, plus comprehensive and competitive social coverage

Here, progress isn’t always easy - the scale is massive, the tasks are complex - but the impact is real. Because when the system runs, the train moves, and the city connects - that feeling stays with you. And the legacy lasts.