Senior Customer Service & Operations Leader

8704 Axalta Coat. Sys. Spain; Asturias; Presencial; EUR 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Paid time off

Descripción de la vacante

Axalta is seeking a strategic Senior Customer Service Operations Manager at our Asturias, Spain site to lead operational excellence across Customer Service. You will oversee Team Leaders, Back Office, process improvement, CRM, and Salesforce initiatives to drive customer experience and performance.

Reporting to the Director of Customer Experience & Supply Chain, you will standardize processes, implement digital platforms, and coach teams to deliver measurable improvements while partnering with

Formación

• Bachelor's degree in business administration, commerce, supply chain management, MIS, marketing, or related field.
• 10-15 years of leadership experience managing large operational teams.
• 5-10 years in Customer Service Operations, Commercial Operations, Supply Chain, or related environment.
• Proven experience leading organizations of 50-100 employees.
• Strong expertise in Salesforce (SFDC) and ERP systems, ideally SAP.
• Demonstrated success in operational excellence, continuous improvement, and digital transformation.
• Strong understanding of Supply Chain and Order-to-Cash processes.
• Experience working in complex global matrix organizations.
• Strong leadership, coaching, stakeholder management, and change management capabilities.
• Excellent analytical, reporting, and problem-solving skills.
• Fluent English, both written and spoken.
• Ability to travel up to 30% of the time.

Responsabilidades

• Lead and develop Customer Service Team Leaders and operational support teams.
• Drive customer service performance and ensure achievement of key operational KPIs.
• Standardize customer service processes across regions and business units.
• Lead customer experience initiatives to improve customer satisfaction, loyalty, and retention.
• Analyze Voice of Customer feedback and service performance data to identify improvement opportunities.
• Own customer service processes within Salesforce and CRM platforms.
• Define business requirements and partner with IT on system enhancements and digital initiatives.
• Ensure CRM governance, data quality, process compliance, and user adoption.
• Lead continuous improvement initiatives using Lean and Six Sigma methodologies.
• Develop and govern SOPs and best practices across the organization.
• Drive operational efficiency through automation, RPA, and AI-enabled solutions.
• Develop dashboards and reporting tools to support data-driven decision-making.
• Oversee back-office operations, workload balancing, productivity, and compliance.
• Partner closely with Sales, Supply Chain, Planning, Logistics, Manufacturing, Finance, and IT to improve customer outcomes.
• Lead the implementation of new digital platforms, customer portals, webshops, and service tools.

Conocimientos

Leadership

Salesforce SFDC

ERP systems

Analytical skills

Stakeholder management

Educación

Bachelor's degree

Herramientas

Salesforce CRM

SAP ERP

Descripción del empleo

Axalta is seeking a strategic Senior Customer Service Operations Manager at our Asturias, Spain site to lead operational excellence across Customer Service. You will oversee Team Leaders, Back Office, process improvement, CRM, and Salesforce initiatives to drive customer experience and performance.

Reporting to the Director of Customer Experience & Supply Chain, you will standardize processes, implement digital platforms, and coach teams to deliver measurable improvements while partnering with