Customer Service Manager

Job Location: Barcelona

Cornellà de Llobregat

Company description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 40,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Diversity Statement

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

Are you a passionate and experienced Customer Service Manager ready to take the next step in your career? Join our dynamic team and play a pivotal role in shaping the future of our customer service operations within the supply chain.

As our new Customer Service Manager, you will be at the forefront of our order management and logistics coordination processes. Your mission is to ensure that every customer interaction is smooth, efficient, and exceeds expectations. You’ll be responsible for leading a team of Customer Service Specialists, optimizing workflows, and ensuring we consistently meet our service level agreements and on-time delivery KPIs.

Main Responsibilities:

In this role, you’ll oversee the entire order-to-delivery process, ensuring seamless collaboration between departments and external partners. You’ll drive process improvement initiatives, manage the accuracy and consistency of Material Master Data, and ensure full compliance with internal policies and external regulations. Additionally, you’ll analyze performance metrics, identify areas for improvement, and implement strategies that enhance both efficiency and customer satisfaction.

Who we are looking for:

We’re seeking a results-driven professional with at least five years of experience in a similar customer service leadership role. You should have a degree in Business Administration (a Master’s in Supply Chain Management is a plus), and be highly proficient in SAP ECC and Microsoft Office, especially Excel and PowerPoint. Strong communication skills, a proactive mindset, and the ability to lead and inspire a team are essential. Fluency in English is required, and knowledge of Italian is a valuable asset.

If you’re ready to lead with purpose, drive operational excellence, and deliver outstanding customer experiences, we’d love to hear from you.

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.