CUSTOMER SERVICES MANAGER

Únete a Saica Paper, división del Grupo Saica, donde la innovación y la tecnología de vanguardia nos permiten fabricar papeles 100% reciclados y reciclables.

En el Grupo Saica, hemos integrado la economía circular en nuestro modelo de negocio, apostando por la sostenibilidad como motor para alcanzar un modelo de producción más responsable. En Saica Paper, ¡serás parte del círculo! Para ello, creemos en el talento, el crecimiento profesional y el impacto positivo en el mundo. Si buscas un entorno dinámico donde cada día es una oportunidad para innovar y crear un mundo mejor ¡El Grupo Saica es tu sitio!

Puesto:

CUSTOMER SERVICES MANAGER

Descripción del puesto:

TASKS/DUTIES/RESPONSIBILITIES:

• Lead and manage the regional Customer Service team, ensuring clear priorities, workload balance, performance follow-up and people development.

• Ensure compliance with agreed service level, efficiency and customer satisfaction targets, in alignment with the commercial strategy and operational priorities.

• Act as key operational point of contact for Commercial teams and customer counterparts, ensuring proactive communication, SLA compliance and effective issue resolution.

• Coordinate the independent management of the assigned customer portfolio, including order follow-up, delivery performance, customer stock monitoring and replenishment needs.

• Promote cross-regional and cross-functional coordination with Supply Planning, Logistics, Commercial (sales and sourcing) teams to achieve operational excellence.

• Ensure effective coordination between customer requirements, industrial constraints, stock availability and delivery performance.

• Coordinate and monitor customer stock levels, consumption evolution and delivery accomplishment, ensuring timely forecast adjustments, VMI forecast reviews and safety stock updates at regional level.

• Promote and lead customer-related projects, including VMI implementation, service model improvements, SLA compliance, service level optimisation and efficiency initiatives.

• Lead customer-related analysis and action plans in coordination with the Customer Service Director, covering service issues, stock deviations, obsolete/free/blocked stock, complaints, transport constraints and planning improvement needs.

• Coordinate and monitor master data quality, system set-up and maintenance related to the assigned customer region.

• Monitor and report service, efficiency and operational performance KPIs, identifying deviations and leading corrective actions.

ACADEMIC QUALIFICATION/ OTHER TRAINNING:

Mandatory: University Degree in Supply Chain, Logistics, Engineering, Business Administration, Economics or equivalent.

EXPERIENCE:

Mandatory: 5-8 years of experience in Customer Service, Supply Chain, Logistics or a similar position within an industrial/manufacturing environment.

LANGUAGE SKILLS:

Mandatory: High written and spoken Spanish and English (C1)

SKILLS FOR THE POSITION:

Innovation, Strategic Vision, Impact and Influence, People Management and Development, Teamwork, Health & Safety, Commitment to Saica, Client Orientation, Self-control, Analytical Thinking. Strong capability in KPI management, customer service excellence, supply and inventory optimization, cross-functional coordination, continuous improvement initiatives and leadership of operational action plans.

Experiencia laboral:

Customer Service

Estudios:

Bachelor's Degree: Business Administration/Management (obligatorio)

Tipo de empleado:

Fixed Term Contract (duración determinada)

¿Por qué elegirnos?

Al unirte al Grupo Saica, eliges más que un trabajo: eliges una carrera con propósito que se alinea con tus valores. Colaborarás con personas comprometidas para construir un futuro sostenible, haciendo una contribución significativa a nuestro mundo.

El Grupo Saica está comprometido con la Prevención de Riesgos Laborales de sus trabajadores y empresas colaboradoras, el Medio Ambiente, la Calidad de sus productos y servicios y la Igualdad de Oportunidades entre hombres y mujeres. En nuestro trabajo buscamos el equilibrio entre la vida profesional y personal.

Todos los CVs recibidos serán tratados de acuerdo a la legislación de Protección de Datos de Carácter Personal y serán archivados salvo que el candidato manifieste por escrito su derecho de cancelación o rectificación.