Customer Service Manager

hace 1 mes


Barcelona, Barcelona, España Affinity A tiempo completo
About the Role

We are seeking a highly skilled and experienced Customer Service Manager to lead our team in Spain, Italy, and France. As a key member of our leadership team, you will be responsible for overseeing daily Order to Cash operations, defining and achieving sales targets, and promoting the digitization of customer relationships.

Key Responsibilities
  • Oversee daily Order to Cash operations, ensuring timely and accurate deliveries, problem-solving, and continuous improvement activities to meet customer service quality and satisfaction targets.
  • Define, monitor, and ensure the achievement of sales targets for the Internal Tele-sales team across all markets.
  • Promote and ensure the digitization of customer relationships through the B2B online portal.
  • Transform the Call Center role from a recurring order-taking function to proactive sales, focusing on upselling and cross-selling opportunities.
  • Develop, train, and support coordinators and team members to ensure autonomy in daily operations and incident resolution.
  • Identify training needs to ensure maximum business knowledge and product benefits.
  • Manage and monitor key KPIs for Customer Service and Order to Cash: calls, incident resolution times, orders, billing, collections, returns, shortages, credits, customer satisfaction, etc.
  • Track key business KPIs: kg, net sales, distribution, customer reach, promotions, etc.
  • Lead cross-functional meetings with key departments to propose improvements and resolve incidents (supply chain, sales development, sales, and controlling).
  • Ensure that the commercial system is updated: pricing, discounts, customer attributes, etc.
  • Update the promotional plan and on/off-invoice agreements in the necessary IT platforms.
  • Inform and share updates, projects, and initiatives from different markets with the team.
  • Monitor critical Customer Service applications and ensure issues are resolved.
Requirements
  • Education: Degree in Business Administration or a similar field.
  • 5-7 years of experience in Customer Service with telesales (Call Center).
  • Strong digital skills.
  • Experience with Salesforce and/or SAP SD.
  • Advanced Microsoft Office skills, particularly Excel.
  • Fluent Spanish and English.
  • Proactive, with strong initiative and problem-solving skills.
  • Resilient and capable of managing multiple priorities and tight deadlines.
About Us

Affinity Petcare is a leading international petfood company dedicated to nourishing healthy bonds between dogs, cats, and people. We are proud of our innovative brands and our commitment to providing equal opportunities for everyone. We foster an inclusive culture that celebrates diversity and believe that embracing different perspectives is essential to our company's success and the strength of our team.



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