Customer Service Operations Supervisor

- Previous experience in related areas.

- Proactively identify order risks and coordinate corrective measures before they impact delivery performance or customer satisfaction (Experience in customer relations).

- Proficiency in Excel and CRM (Netsuite/SAP)

- B2 English level.

- Very good communication skills.

Salary range: between €30,000 and €35,000 gross per year, depending on experience.

Temporary contract: until the end of April.

Working hours: 40 hours per week.

At Adecco, we are looking for a Customer Service Operations Supervisor profile

for an important multinational located in the Alcobendas area.

Responsibilities:

The Customer Operations Supervisor will be part of the Supply Chain team and will be responsible for the comprehensive management of B2B operations, with a strong focus on order management, delivery execution, resolution of operational incidents, and returns.

The position acts as the single point of operational responsibility for the B2B service level and works closely with Sales, Logistics, Finance, and external partners.

This position requires an experienced and hands-on profile, with demonstrable experience in order management for major distributors in Spain and Portugal, such as El Corte Inglés, MediaMarkt, Carrefour, Continente, and other strategic clients. It demands solid operational discipline, clear communication, and the ability to anticipate risks that may affect order fulfillment, customer service, or on-time deliveries.

The position will work directly with clients on operational issues related to orders, acting as the right hand of the Sales team. It will be responsible for order tracking, delivery status, operational claims, and blocking points from start to finish, allowing Sales to focus on generating new orders and developing the business.

Main responsibilities

1. Comprehensive management of B2B operations

Take full responsibility for B2B operations, including order management, delivery tracking, incident resolution, returns management, and post-delivery support.

Manage the complete cycle of orders from key clients in Spain and Portugal.

Autonomously manage operational exceptions, delivery incidents, and client escalations within defined frameworks and policies.

Coordinate and oversee B2B returns processes, ensuring proper physical management, system accuracy, and financial alignment with Logistics and Finance.

2. Order management for major distributors

Bring demonstrable experience in order management for major distributors and strategic accounts in Spain and Portugal.

Act as the operational contact, liaising on order status, delivery risks, and incidents.

3. Direct client management and Sales support

Work directly with clients on order status, delivery tracking, operational incidents, and service-related inquiries when necessary.

Ensure clients receive clear, accurate, and timely operational information, internally aligned with Sales, Logistics, Finance, and the logistics operator.

4. Communication with Sales and order status tracking

Provide the Sales team with clear, timely, and structured information on order status, delivery progress, blocked orders, delays, and expected resolution timelines.

Translate operational updates into actionable information that Sales can use with clients, ensuring alignment and avoiding contradictory messages.

Escalate critical service risks or incidents with client impact promptly.

Manage and monitor the logistics operator to ensure on-time deliveries and reliable execution in accordance with client requirements.

Coordinate delivery appointments, transport tracking, warehouse execution, proof of delivery, and incident resolution with the logistics operator and the Logistics team.

6. Finance and resolution of order blocks

Work closely with Finance to unblock orders affected by credit blocks, missing prices, price discrepancies, or other financial or system incidents.

Coordinate Sales, Finance, Customer Operations, and Logistics so that blocked orders are resolved quickly and with clearly defined responsibility.

7. Cross-functional and external coordination

Regularly coordinate with the rest of the Supply Chain team, Logistics, Finance, Sales, and external partners to resolve B2B operational and returns-related incidents.

Support the continuous improvement of service efficiency.

8. Performance monitoring, reporting, and risk management

Identify trends, operational risks, and improvement opportunities, including their financial, service, and compliance implications.