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Logistics - Customer Experience Manager
hace 3 semanas
**Key Responsibilities**:
- Lead the daily operations of Customer Services, Logistics/Warehouse, Pricing, Tenders, and Corporate Account Administration
- Ensure customer service excellence and compliance with company quality standards
- Manage the full **Order-to-Cash** cycle, including timely and complete deliveries
- Handle customer enquiries, complaints, warranty claims, and returns
- Coordinate consignment stock management and ensure accurate stock records in the Barcelona warehouse
- Organise courier services for outgoing and incoming deliveries
- Support the Sales team by providing operational KPI reports and customer insights
- Manage pricing updates, tenders, product database, and hospital catalogue processes
- Ensure compliance with hospital requirements and ESG initiatives
- Maintain and oversee pricing trackers and tender responses
- Lead and develop a team, ensuring performance and continuous improvement
**Key Performance Indicators (KPIs)**:
- OTIF (On-Time, In-Full) delivery rates
- Stock accuracy and consignment performance
- Sale or return reduction
- Timely execution of annual price reviews
- Tender submission scores and win rates
- Reduction of invoice queries
**Profile / Qualifications**:
- Minimum 5 years experience in a customer service or operations role, ideally in the **life sciences or healthcare** sector
- 35 years experience in team leadership and performance management
- Experience managing courier operations and the Order-to-Cash process
- Strong business acumen and ability to manage multiple priorities
- Excellent communication, organisational, and problem-solving skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint)
- Experience with ERP systems (Microsoft AX Dynamics is a plus)
- Fluency in English; Spanish proficiency is desirable
- Positive, proactive, and solution-oriented mindset