We have an phenomenal opportunity available as Customer Service Manager a key role that will have a meaningful impact on the business. As part of the Iberia Business Unit and reporting directly to the Head of S&OP Iberia, this position leads the customer service organization across Iberia. The role is focused on elevating the customer experience through service excellence, driving operational efficiency, and building strong business partnerships, positioning KHC as the supplier of choice in the market.
Role Objectives
- Deliver service in line with customer expectations including OTIF, Order lead time, and Customer KPIs
- Identify and implement opportunities for operational improvement with customers
- Drive continuous improvement in Advantage survey scores
Lead and develop the team toward higher value-added customer service activities
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Role Responsibilities:
Strategic Planning
- Develop a comprehensive customer service and collaboration strategy that aligns with KHC’s overall goals and objectives
- Partner with GCOE, IT, GBS and local teams to improve processes and support strategic priorities to implement solutions to streamline operations tied to our strategic priorities
Operational:
- Drive a customer service mindset across the value chain, ensuring high levels of customer satisfaction, while managing order processing across multiple interfaces and channels
- Develop and implement a streamlined order processing workflow to reduce errors and increase efficiency
- Improve order management processes to increase efficiency and reduce order touches
- Collaborate with GBS OM and Logistics teams to ensure timely and accurate order fulfillment
- Develop a comprehensive issue resolution process to ensure the timely and effective resolution of customer complaints.
- Ensure accurate master data management in SAP for smooth processing across multiple platforms
Collaboration:
- Build strong relationships with key customers and internal stakeholders
- Partner with Sales, Logistics, and the Demand Manager on business planning and forecasting
- Together with the Demand Manager, develop joint Customer Service business plans with key customers to drive growth and improvement
Metrics and Reporting:
- Collaborate with global and IT teams to ensure alignment of reporting and customer requirements (EDI)
- Lead internal and external stakeholder engagement to drive growth and manage market volatility
- Ensure the external perspective is reflected in the internal KPIs aligning the customer view with KH KPIs
Analyze customer service metrics to identify areas for improvement
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What You’ll Need to Succeed
Attributes
- Resilience: Ability to manage peaks, complaints, urgent situations, and multiple stakeholders while staying calm under pressure and maintaining effectiveness in a high-demand environment
- Data and Technology Acumen: Uses data and technology to simplify work and improve decisions
- Innovative Thinking: Brings practical solutions to complex business challenges
- Curiosity: Embraces continuous improvement and new ways of working
- Analytical Skills : Interprets data, identifies trends, and turns insights into action
- Accountability: Takes ownership, stays focused on results, and delivers through collaboration
Hard Skills
- Strong experience in Customer Service-related roles, with knowledge of logistics operations, S&OP, and relevant systems such as ERP, EDI, OTI
- Degree in Logistics, Supply Chain, Business/ Finance, Engineering or a related field
- Solid people management and team leadership experience.
- Proficiency in Spanish and English
- Good knowledge of MS Office, particularly Excel and Power Point
Project and change management experience, leading complex projects and transformations, including supply chain and digital initiatives
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What we offer you
- We are an ambitious employer with a fast career track like only few other companies can match;
- A competitive salary (above market).
- Flexibility; we provide a hybrid working model providing the empowerment to take ownership of your work-life balance.
- Permanent contract; for we believe in doing big bets on people;
- Always room for new insights; if you have an idea, please let us know, and we can set it in action!
