Iberia Customer Operations Leader

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

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