About the Role
Our Customer Service team in Barcelona plays a vital role in ensuring a seamless order-tod-elivery experience for customers across Europe. As the main point of contact for clinics, dermatologists, distributors, and aesthetic professionals, you will deliver exceptional administrative and operational support across all stages of the customer journey.
This role requires strong coordination with internal departments (Supply Chain, Planning, Finance, Sales & Marketing) and external partners (warehouses, logistics providers, transport carriers). Your focus will be to maintain excellent customer satisfaction and operational excellence.
Key Responsibilities
Order Management & Follow-up
- Manage the full order cycle: entry, validation, confirmation, and delivery monitoring.
- Ensure accurate order data (pricing, product codes, delivery details).
- Track order flow daily; proactively communicate delays, shortages, or backorders.
- Liaise with Planning, Logistics, Finance, Sales & Marketing to support smooth order processing and invoicing
Customer Communication & Support
- Act as the primary contact for clinics, dermatologists, and aesthetic centers.
- Respond to queries on product availability, delivery timelines, invoices, and returns.
- Support account managers with customer insights, order trends, and escalations.
- Manage customer onboarding and ensure accurate ERP setup.
Issue & Incident Resolution
- Document and manage customer complaints and delivery issues (damages, missing items, incorrect shipments).
- Coordinate investigations with warehouses and carriers; ensure corrective actions.
- Manage returns, replacements, and associated documentation (credit notes, labels).
Reporting & Continuous Improvement
- Maintain accurate ERP/CRM records.
- Prepare weekly/monthly KPIs (OTIF, claims rate, order accuracy, lead times).
- Support process improvement initiatives and digital tool deployments.
Specific Responsibilities
- Support the Dutch and Spanish Order-to-Cash transition project, ensuring continuity of service.
- Review, validate, and complete the Dutch and Spanish customer portfolio; directly contact customers to verify data accuracy.
- Occasional travel to London for alignment with local teams.
Requirements
Must Have
- Native/Proficient Dutch and Spanish language skills or equivalent proficiency.
- Currently residing in Barcelona or nearby areas or willing to relocate
- Long-term local residency (not a temporary stay).
Education & Experience
- Bachelor’s degree in Business Administration, Supply Chain, or related discipline.
- 2+ years in Customer Service, Order Management, or Supply Chain support.
- Experience in a multinational, healthcare, aesthetics, or pharma environment.
- Proactive, solution-oriented, and team focused.
- Strong ownership and accountability.
- Calm under pressure; excellent problem-solving abilities.
- Committed to exceptional customer service.
- Strong administrative and organizational skills with high attention to detail.
- Solid understanding of end-to-end order-to-cash processes.
- Proficiency with ERP systems (SAP, Oracle, or equivalent) and MS Office (Excel, Outlook).
