Third-Party Services Coordinator

Description

Are you interested in sustainability and the circular economy? At Ecoembes—the organization driving the transition toward a circular economy in the packaging sector, supporting businesses and society as a whole—we are seeking a Third-Party Services Coordinator for the Finance Department in Madrid. ### **Responsibilities** * Define policies for the operation of the Third-Party Support Center aligned with the Strategic Plan and new challenges. * Redefine processes to adapt to newly defined policies. * Establish KPIs to monitor and control the performance of the Third-Party Support Center. * Measure and monitor KPIs related to customer satisfaction. * Prepare periodic reports for the Finance and Customer Value Development Departments on progress and critical issues regarding third-party support services. * Identify trends, patterns, and areas for improvement in third-party support services and requests. * Implement strategic measures to enhance perceived customer value and propose model corrections or improvements. * Ensure appropriate support for all third parties, aligned with the defined support model for accounts—based on commercial segmentation, clustering, prioritization, and the B2B Marketing Plan. * Identify and deploy improvements based on robotic process automation (RPA), automation, and new communication channels. * Continuously improve processes within the scope of responsibility. * Manage relationships with various outsourcing providers. * Define and maintain consistent policies for managing different outsourcing providers and seek synergies among them. * Ensure outsourcing providers comply with established contracts and SLAs; reassess and revise such agreements according to company needs. * Contribute to the organization’s financial strategy. * Maintain constant communication and collaboration with the Customer Value Development team to ensure a 360-degree customer view. * Participate in and incorporate into processes the requirements arising from the defined customer voice and satisfaction strategy. **Requirements** -------------- ### **Minimum Education** * Education: University degree, preferably in Business Administration and Management, Economics, or a related field; alternatively, any university degree combined with equivalent additional experience demonstrating solid understanding of financial principles. * Languages: Advanced English proficiency. ### **Minimum Experience** * Minimum 5 years’ experience leading third-party support centers. * Minimum 4 years’ experience managing teams. * Demonstrated experience in transforming third-party support centers. * Experience implementing strategic and operational changes aimed at improving service quality and customer satisfaction. * Proven experience establishing and maintaining strong relationships with outsourcing providers/partners, ensuring SLA compliance and continuous improvement. * Demonstrated experience managing and supervising outsourcing providers, coordinating BPO services, and other external service providers. ### **Skills** * Ability to define, develop, and implement customer service strategies aligned with the organization’s commercial and financial objectives. * Advanced knowledge of CRM Dynamics or other tools for customer relationship/commercial management (particularly valuable if involved in CRM implementation projects). * Knowledge of contract evaluation and management, including negotiation of contractual terms and definition and management of KPIs. * Demonstrable communication skills to interact effectively across all internal organizational levels and with all external partners and stakeholders. * Ability to analyze complex data and performance metrics to identify trends and improvement opportunities. * Prior experience implementing innovative and effective solutions to resolve operational issues. * Demonstrably proactive approach to continuously improving processes and increasing service efficiency and quality. * Commitment to service excellence and ability to foster a customer-centric culture. * Office tools: Advanced proficiency in Excel, PowerPoint, Word, and Power BI. * Experience using emerging technologies (e.g., RPA tools, Power Apps) to improve customer service efficiency and effectiveness. * Knowledge of Artificial Intelligence. * Awareness of and interest in current trends and best practices in customer service and contact center management.