Senior Customer Service & Operations Leader

Axalta Coating Systems; Asturias; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Job summary

Axalta Coating Systems in Asturias (Spain) seeks a Senior Customer Service Operations Manager to lead a regional team of 50–100, drive KPI performance, and standardize processes across regions. You will own CRM processes in Salesforce and collaborate with IT on digital initiatives, ERP systems, and continuous improvement efforts.

The role focuses on transforming customer experience, operational excellence, and data-driven decision making in a global context, with up to 30% travel and strong

Qualifications

• Bachelor’s degree in business administration or related field.

Responsibilities

• 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.
• 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 dashboards and reporting tools to support data-driven decision-making.
• Oversee back-office operations, workload balancing, productivity, and compliance.
• Partner 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.

Skills

Leadership

Salesforce SFDC

ERP SAP

Process Improvement

Lean Six Sigma

Data Analysis

Stakeholder Management

Change Management

Team Development

Digital Transformation

Education

Bachelor’s degree in Business Administration or related field

Tools

Salesforce CRM

SAP ERP

Job description

Axalta Coating Systems in Asturias (Spain) seeks a Senior Customer Service Operations Manager to lead a regional team of 50–100, drive KPI performance, and standardize processes across regions. You will own CRM processes in Salesforce and collaborate with IT on digital initiatives, ERP systems, and continuous improvement efforts.

The role focuses on transforming customer experience, operational excellence, and data-driven decision making in a global context, with up to 30% travel and strong