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Customer Service Manager
Description
Your Role
We are seeking a Customer Service Manager for the Specialty Direct Distribution area in Spain, Italy, and France (pet shops, vets, garden centers, etc.). This position will oversee four coordinators and manage a team of 30 people, reporting to Affinity’s Global Customer Service Manager.
The person will be responsible for market development and business objective achievement, as well as ensuring excellent service throughout the Order to Cash process (order management, pricing, promotions on/off-invoice, billing, and collections) and customer care.
Moreover, the role will involve proposing and implementing improvements to promote the digitalization of our customers relationship and automation of operational processes, using key performance indicators (KPIs) to measure progress.
Collaboration with sales, sales development, and supply chain teams will be crucial in ensuring customer satisfaction and daily operational efficiency by minimizing incidents and facilitating issues resolution across all communication channels (phone, email, webportal and chat).
What you will do
- Oversee daily Order to Cash operations: Supervise all aspects of the B2B customer service experience, from order entry to product delivery, ensuring timely and accurate deliveries, problem-solving, process adherence, and continuous improvement activities to meet customer service quality and satisfaction targets.
- Define, monitor, and ensure the achievement of sales targets for the Internal Tele-sales team across all markets.
- Promote and ensure the digitization of customer relationships through the B2B online portal.
- Transform the Call Center role from a recurring order-taking function to proactive sales, focusing on upselling and cross-selling opportunities.
- Develop, train, and support coordinators and team members to ensure autonomy in daily operations and incident resolution.
- Identify training needs to ensure maximum business knowledge and product benefits.
- Manage and monitor key KPIs for Customer Service and Order to Cash: calls, incident resolution times, orders, billing, collections, returns, shortages, credits, customer satisfaction, etc.
- Track key business KPIs: kg, net sales, distribution, customer reach, promotions, etc.
- Lead cross-functional meetings with key departments to propose improvements and resolve incidents (supply chain, sales development, sales, and controlling).
- Ensure that the commercial system is updated: pricing, discounts, customer attributes, etc.
- Update the promotional plan and on/off-invoice agreements in the necessary IT platforms.
- Inform and share updates, projects, and initiatives from different markets with the team.
- Monitor critical Customer Service applications and ensure issues are resolved.
What we are looking for
- Education: Degree in Business Administration or a similar field.
- 5-7 years of experience in Customer Service with telesales (Call Center).
- Strong digital skills.
- Experience with Salesforce and/or SAP SD.
- Advanced Microsoft Office skills, particularly Excel.
- Languages: Fluent Spanish and English.
- Proactive, with strong initiative and problem-solving skills.
- Resilient and capable of managing multiple priorities and tight deadlines.
What We Offer
- Hybrid working model
- Flexible working hours
- Ticket Restaurants
- Fully equipped Gym
- Breakfast and fresh fuit
- Affinity University platform:
Professional development opportunities for employees at all stages of their careers, recognizing diverse career paths. - Pet-friendly office
- Celebrations & Fun
We foster an inclusive culture that celebrates diversity. We strongly believe that embracing different perspectives is essential to our company’s success and the strength of our team. That’s why we are committed to providing equal opportunities for everyone.
Our Company
Affinity Petcare is more than an international petfood company. For more than 60 years, we have been dedicated to nourishing healthy bonds between dogs, cats and people to make the world a better place.
We are very proud of our innovative brands which include: Ultima, Advance, Brekkies, Nature’s Variety, Nature’s Menu, Natural Trainer, Libra and more. Currently, we are over 1,200 professionals working for this purpose from Barcelona, Paris, Milan, and London, as well as 4 production sites through which we supply the 70+ countries where our brands have a presence.
So, what are you waiting for? Join our team to leave your footprint!
Want to know more about us?
Follow us on LinkedIn to get the newest updates and job opportunities. You can also follow us on Instagram to learn more about life at Affinity and hear from our team.
