CUSTOMER SERVICE MANAGER
Location: Barcelona, Spain
We are seeking an experienced Customer Service Manager to drive excellence in service delivery, mentor a dynamic team, and implement strategic initiatives to achieve operational goals.
The Customer Service Operations Manager oversees the day-to-day operations, ensuring the efficient delivery of high-quality customer service. This role focuses on managing teams, optimizing performance, and driving continuous improvement initiatives. The Operations Manager ensures customer satisfaction goals, and organizational standards while fostering a collaborative and customer-centric work environment.
Your main focus:
Leadership and Team Management:
- Lead, inspire, and mentor Customer Service Representatives to foster professional growth and excellence.
- Serve as the primary escalation point for complex issues related to order handling, returns, credit management, and registration.
- Cultivate a positive, collaborative work environment that encourages continuous improvement and exceptional performance.
- Monitor team performance against objectives, providing regular coaching and constructive feedback.
Strategic Planning and Operational Execution:
- Identify and implement process improvements to enhance efficiency and service delivery.
- Ensure seamless operations, consistently meeting key performance indicators (KPIs).
- Lead daily direction-setting (DDS) calls to align team efforts and priorities.
- Actively participate in SOX Audit meetings, collaborating with internal and external auditors.
- Oversee the execution of shipment plans to ensure monthly revenue targets are met.
- Ensure compliance with defined operating models and established procedures.
Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time, but this is also what makes it exciting!
Key success measures for the Customer Services Manager include the following:
- Operational Excellence: Achieve efficiency in case resolution (AHT, FCR), ensure on-time order delivery (OT%), and maintain high-quality service with low error and complaint resolution rates.
- Customer Satisfaction: Drive strong CSAT and NPS scores through exceptional service delivery.
- Team and Process Development: Foster team growth through training, ensure process adherence, and implement impactful improvement initiatives.
- Efficiency and Innovation: Optimize costs without compromising quality and ensure high adoption of new tools and technologies.
The Customer Services Manager will liaise with various cross-functional and remote teams, such as:
- SC Market Leader
- Market Finance
- Planning DRP & EXO Planning
- Local Logistics
- Global & Local Transportation Team
- SSC & GBS team
- CoE CS
- External authorities (customs, regulatory, etc... )
YOU ARE A COTY FIT
You are results driven, have excellent problem solving skills and have the ability to think quickly & work under tight deadlines. As a Customer Services Manager, you get energy from working in a fast-paced, diverse, and challenging environment. You have strong organisation skills, and can communicate effectively and collaborate with various stakeholders.
Other than that, we are looking for candidates who:
- Have a bachelors degree in Business Administration, Supply Chain Management or a related field
- Minimum of 5 years of experience in customer service or a related field, with at least 2 years in a similar management role.
- Proven track record of managing large teams and driving operational excellence.
- High fluency/native in English or Spanish and proficient or native in any of the following languages: French, Italian, Dutch, German
- Proficiency in SAP. Knowledge of CRM systems and digital/data analytics tools will be a plus.
- The role is based in Barcelona, with occasional travel as required
OUR BENEFITS
As our Customer Service Manager, some of the benefits you will receive are:
- Competitive remuneration and perks will be matched with your experience and knowledge.
- Ticket restaurant (daily diet for meals)
- Company products / Access to the company shop
- Life and accident 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 COTY
Coty 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!
For additional information about Coty Inc., please visit www.coty.com/your-career.