Customer Service Supervisor

Farmasi is a family owned beauty, skincare and wellness company based in Turkey with operations in the U.S. since 2019. Our North American HQ is located in Doral Florida. We are one of the fastest growing beauty brands in the network marketing industry. We believe in helping people live their most beautiful lives through high-quality, affordable products. We pride ourselves on excellent customer support and a solid relationship with our Beauty Influencers. Farmasi works to continue living up to the legacy of its founder, Dr. C Tuna who started the company over 70 years ago.We are looking for a Customer Service Supervisor to be based in Madrid and support our European markets. This role acts as a key operational link between customers and distributors in Europe, the customer service management team in Mexico City, and warehouse operations in Poland.The position combines hands-on customer service leadership with international coordination. The ideal candidate is structured, proactive, and comfortable working across time zones, systems, and cultures to ensure a smooth end-to-end customer experience.Location: MadridReports to: Sales Director / Country ManagerKey ResponsibilitiesCustomer & Distributor SupportSupervise and support daily customer and distributor service operations for European marketsAct as the main escalation point for complex or sensitive cases related to orders, deliveries, returns, payments, and commissionsEnsure timely, high-quality responses in line with service level expectationsDrive continuous improvement in customer and distributor satisfactionInternational CoordinationCoordinate daily withCustomer service management team in Mexico CityWarehouse and logistics teams in PolandEnsure clear communication and handover of issues across teams and time zonesFollow up on operational issues (shipping delays, stock discrepancies, system errors) until resolutionProactively identify process gaps between regions and support their improvementSales & Operations SupportSupport sales operations, including order processing, subscriptions, promotions, and incentivesEnsure correct execution of compensation plans and commercial policiesCollaborate with sales and marketing teams during launches, campaigns, and promotionsMonitor key service and operational KPIs and contribute to performance reportingSystems & ProcessesWork with CRM, ERP, and customer support tools to ensure data accuracy and consistencyMaintain clear documentation of processes, workflows, and FAQsSupport system-related issue resolution in coordination with internal teamsRequirementsProven experience in customer service, operations, or sales support within an international environmentExperience working with distributed teams across multiple countries and time zonesBilingual in German & English (required)Strong organizational and problem-solving skillsComfortable working with CRM and customer support systemsExperience in e-commerce, logistics-heavy environments, direct selling, or MLM is a plus but not requiredBased in Madrid or willing to relocateSkills & CompetenciesCustomer-focused with a strong sense of ownershipClear and confident communicator across culturesStructured, detail-oriented, and execution-drivenAble to stay calm and effective under pressureComfortable operating in a fast-paced, multinational environmentWhat We OfferA key role in a fast-growing international companyHigh level of responsibility and visibility across regionsCompetitive salary and performance-based incentivesProfessional development and training opportunitiesA dynamic, collaborative, and international working environment