CUSTOMER EXCELLENCE TEAMLEAD

Description

Job Summary: Responsible for the Customer Excellence team, leading commercial operations, managing a team, and ensuring customer satisfaction within a global company. Key Highlights: 1. Lead a team of excellence in customer service 2. Full commercial responsibility for customer service operations 3. Promote continuous improvement and customer satisfaction ES \- Benimodo Permanent contract Ardo supplies its rapidly growing global markets with high-quality frozen vegetables, herbs and fruits, thanks to 3\.200 employees and 16 production, packaging and distribution centers across 7 different countries. The family-owned business sells in more than 100 countries and achieves a turnover exceeding €1\.400 million. The proximity of our factories to our crops is one of our key strengths and ensures that only minutes elapse between harvest and freezing — preserving the product’s natural freshness. Ardo’s mission is to preserve nature’s gift for future generations by offering fresh-frozen, plant-based foods while minimizing our impact on the planet. Ardo achieves this goal through an integrated network comprising cultivation zones, production units, freezing facilities, packaging teams, appropriate logistics, and rigorous quality control. The Group’s expertise and flexible structure ensure we can respond swiftly to emerging trends and rapidly launch innovative products to market. **Here’s what you’ll do:** Scope of Responsibility As head of the Customer Excellence team, you will hold full commercial responsibility for customer service operations — from order intake through delivery to after-sales service. In this role, customer service is not a support function but a core commercial and operational pillar of the organization. You will combine strong operational focus with a proactive commercial mindset, enabling your team to take full ownership of execution, performance, and continuous improvement of the customer experience. You will lead a team of Customer Service Managers handling a global portfolio of clients across industrial, retail and foodservice markets. Their mission is to guarantee customer satisfaction by delivering excellent service, in close collaboration with Sales, Supply Chain, Finance and other Ardo sites. You will also assume direct responsibility for several key accounts. **Key Responsibilities:** Team Leadership and People Development * Lead daily planning, coordination and development of the Customer Service Excellence team. * Advise and support team members on complex or escalated customer cases. * Define and implement onboarding, training and knowledge-sharing tools. * Foster engagement, accountability and continuous development within the team. Customer Service Excellence and Operational Accountability * Assume full responsibility for end-to-end customer service execution and operational performance. * Implement, monitor and improve processes and KPIs (e.g., OTIF, order accuracy, open orders, complaints, customer interactions). * Drive a culture of continuous improvement, focusing on process excellence, first-time-right accuracy and automation. * Use data and insights to support decision-making and performance optimization. Cross-Functional and Project Participation * Act as a key stakeholder and interface for internal departments such as Sales, Credit Control, Production Planning, Logistics and Finance. * Lead customer service improvement projects or represent Customer Service Excellence in international projects. * Promote and integrate digital tools supporting daily operations. * Serve as a key SAP user, supporting process alignment and system enhancements. Supply Chain and Logistics Collaboration This role works closely with Supply Chain and Logistics and serves as a fundamental link between customers, Sales and Operations. **You will actively participate in:** * Demand and order planning in collaboration with Supply Chain Planning * Monitoring and improving OTIF (On Time In Full) and overall service performance * Coordinating with transport, warehousing and distribution partners * Identifying risks related to capacity, availability and delivery reliability * Supporting initiatives to improve forecasting, inventory management and service levels You bring strong affinity with supply chain and logistics, backed either by initial experience or clear ambition to further develop your expertise in these areas. **This is where you recognize yourself:** Your Talent * You hold a Master’s degree (or equivalent through experience). * You have solid leadership experience in a customer-facing department, preferably within a large, dynamic company. * You enjoy taking ownership and initiative. * You are a strong communicator and proactively build active relationships with your (inter)national stakeholders. * You think solution- and process-oriented, embrace change and possess a continuous improvement mindset. * You speak English and Spanish fluently. * You possess appropriate communication skills (concise, constructive) and are able to work effectively in a team. * Lifelong learning comes naturally to you; you love inspiring your team members. * You maintain a positive attitude and possess the right motivation to deliver results. What’s in it for you? We offer you the opportunity to join an authentic, sustainable international company with real growth potential, freedom to actively shape the business, and opportunities for professional development. You will receive a comprehensive remuneration package commensurate with the level of this position. We care about our people and foster family-like environments by offering flexible working arrangements.