Join our multinational partner’s rapidly expanding team as a Spanish-speaking Team Leader, with responsibility for team leadership and operational performance.
The ideal candidate has 3+ years of experience in Order Management and/or Customer Service, is fluent in English and Spanish, and has around 1 year of people management experience.
Job summary:
- Oversee the registration and resolution of customer inquiries, requests, claims, and returns, collaborating with internal and external stakeholders to drive efficient case handling and customer satisfaction.
- Lead, coach, and develop a team of 8, including hiring, onboarding, performance management, talent development, and workforce planning.
- Monitor operational KPIs and service levels, ensuring compliance with company policies and driving corrective actions to improve service quality and operational performance.
- Identify and implement process improvement and automation opportunities, support change management, and contribute to global projects aimed at increasing efficiency and standardization.
- Manage end-to-end order administration, including order validation, manual order processing, OCR review, invoicing, and exception handling within ERP systems to ensure accurate and timely order fulfillment.
- Monitor customer interfaces and system integrations (IDOCs), investigate and resolve processing issues, coordinate with IT and business functions, and maintain customer master data to support seamless operations.
- Administer and maintain commercial conditions, pricing agreements, contracts, settlements, and payment terms, ensuring compliance with commercial policies, approval processes, and internal controls.
Requirements:
- Fluent English and Spanish knowledge (written and verbal), with Portuguese considered an advantage.
- Lead and develop teams by setting priorities, organizing workloads, driving performance, taking ownership of processes, and promoting a culture of high-quality service, continuous improvement, and customer satisfaction.
- Solid knowledge of Order-to-Cash processes, compliance requirements, customer service, order processing, contract management, and customer contact operations.
- Use Salesforce Service Cloud, SAP (preferably S/4HANA), OCR tools, and advanced Excel skills to manage customer and operational processes effectively.
- Collaborate with internal stakeholders across functions, building strong relationships and ensuring efficient communication and issue resolution.
Why it is a good opportunity for you:
- Hybrid working (2 days home office/week)
- Health and life insurance
- Cafeteria
- Annual bonus
- Extra holidays
