Customer Service Manager

Location:Barcelona THE ROLEThe Customer Service Manager Dutch Speaking oversees the day-to-day operations, ensuring the efficient delivery of high-quality Customer Service across multiple markets. This role focuses on creating a customercentric culture, optimizing team performance, and driving continuous improvement initiatives whilst ensuring alignment with service level agreements (SLAs), customer satisfaction goals, and organizational standards. Core Responsibilities Assess the effectiveness of collaboration between the customer service hub and other departments. Put in place a regular communication plan within the CS Team in the hub and with other stakeholders inside Supply Chain and in the Markets to review KPIs and align on central vs market strategies. Lead the resolution of problems escalated by the Customer Service Representatives that cannot be solved by their intervention, by creating mitigation plans and engaging the team to the solutions, following the relevant process, and escalating further where appropriate. Measure the adoption and effective use of customer service new technologies and tools in the hub. Align the Hub's activities with the strategic goals through customer delivery creation priorities, exception management, order management, delivery of new launches and end of quarter review recognition. Lead the DDS calls for the cluster and participate in the overall Customer Service Hub DDS. Control documentation and approvals required by auditors, contribute in SOX Audit meetings with internal and external auditors by providing all relevant documentation and provide all answers to questions. Responsible for the execution of the shipment plans of orders on hand to deliver the revenue. Champion a customer centric culture in the cluster, ensuring the highest service is delivered according to the customer tiering definition. Monitor customer feedback and implement strategies by leading the improvement action plan to improve customer satisfaction and loyalty. Manage resource allocation and workforce planning to meet business needs and seasonal demands. Utilize data and analytics to track performance metrics, identify trends, and drive informed decision making. Ensuring simplification, standardization and the automation agenda is adhered to in the cluster. LEADING THE TEAM Define and set individual and team goals and KPIs ensuring stretch and accountability to deliver. Ensure a culture of inclusivity and development within your team. Role model the meaningful review of performance through the annual appraisal process and continuous touch points throughout year. Ensure team members are onboarded and set up for success in their role. Build the capability of the team, and the members individually, through coaching and development. Ensure 100% completion of your direct reports and the wider team for all people initiatives (such as goal setting, performance reviews, mandatory training completion, Code of Conduct). CONTINUOUS IMPROVEMENT Champion the development and improvement of processes and tools using analytical and critical thinking skills. Foster a culture of continuous improvement by encouraging the team to develop their ideas/ways of working. Identify improvement opportunities, gain buy in and lead the implementation successfully by engaging the team. KEY INTERFACES Supply Chain Market leadership Customer Service Manager (Market) and Customer Collaboration teams Finance Planning Hub Logistics Global & Local Transport teams Shared Service Centre team Global Business Service team Customer Service Global Capabilities team External authorities Essential Skills & Experience Degree (or equivalent work experience) in Business Administration, Supply Chain Management, or a related field. Excellent communication skills in Dutch and English. Proficient or Native level in French is a plus Proficiency in Customer Service software, CRM systems and data analytics tools. Knowledge & technical understanding of SAP for Order Processing Established Customer Service experience including Customer Service Management. Coaching team members. Delivering KPIs – self and through others. Effective communication and influencing skills at a mid-management level. Our BenefitsOur competitive remuneration and perks will be matched with your experience and knowledge. As our Customer Service Manager Dutch Speaking, some of the benefits you will be entitled to, are: Flexibility (flexible working time and work from home up to 50%) Ticket restaurant (daily diet for meals) Company products / Access to the company shop Health insurance RECRUITMENT PROCESS A screening call with the recruiters A first online/in-person interview with hiring managers A second interview (optionally) Feedback, verbal offer Hiring About CotyCoty is one of the world's largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive, and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty