Customer Service Manager

Altorecruit is supporting an international industrial manufacturer within the plastics and advanced materials industry in the recruitment of a Customer Service Manager for its manufacturing site in the Girona area.

The position will play a key role in ensuring an excellent customer experience, coordinating the Customer Service function and acting as the main link between customers, Sales, Production,

Planning, Logistics and Supply Chain .

We are looking for someone with a strong customer-oriented mindset who is also comfortable working within an industrial and manufacturing environment.

Main Responsibilities:

• Coordinate and oversee the day-to-day activities of the Customer Service function .
• Ensure efficient management of the complete order-to-delivery process , from order entry through production, shipment and invoicing.
• Act as a key escalation point for customers regarding orders, deliveries, availability, lead times and service-related issues.
• Work closely with Sales, Production, Supply Chain, Planning, Logistics and Finance to ensure customer requirements are correctly understood and fulfilled.
• Monitor customer orders and proactively identify potential delays, shortages or operational issues.
• Coordinate priorities between commercial requirements and plant capabilities.
• Maintain regular communication with customers regarding order status, delivery dates and any relevant changes.
• Handle and coordinate customer complaints and service incidents, ensuring appropriate internal follow-up and resolution.
• Support the commercial team by providing information regarding availability, production lead times, orders and deliveries.
• Develop and monitor relevant Customer Service KPIs , identifying opportunities to improve service levels and internal processes.
• Contribute to the continuous improvement and standardisation of Customer Service procedures.
• Ensure accurate customer and order information within the company's ERP and internal systems.
• Promote strong collaboration between Customer Service and the different operational departments of the manufacturing site.

Candidate Profile:

• Previous experience in Customer Service, Sales Administration, Order Management or Customer Operations , ideally within an industrial or manufacturing company.
• Experience coordinating a Customer Service team or taking responsibility for a Customer Service function would be highly valued.
• Good understanding of the relationship between customer orders, production planning, logistics and supply chain .
• Experience working with ERP systems and order management processes.
• Strong organisational and problem-solving skills.
• Ability to manage different priorities in a fast-paced industrial environment.
• Excellent communication skills and a clear customer-service orientation.
• Comfortable interacting both with international customers and internal operational teams.
• Fluent Spanish and English are essential.
• Additional European languages would be an advantage.
• Previous experience within plastics, chemicals, polymers, packaging, raw materials or another industrial B2B environment would be particularly valuable.

What the Position Offers

• Opportunity to join an established international industrial group with a significant European manufacturing presence.
• Position with direct exposure to Sales, Supply Chain, Production and Logistics.
• Key role in the development and improvement of the Customer Service organisation.
• International working environment and regular interaction with customers and colleagues across Europe.
• Long-term career opportunity within a global manufacturing organisation.

Location: Girona area

Working model: Predominantly plant-based / on-site

Industry: Industrial Manufacturing / Plastics & Advanced Materials