Customer Service Manager (Substitution)
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About this role
Working within the Customer Service team, this role is responsible for leading and executing the CVL Cosmetics South Middle Europe SL Customer Service strategy and operational plan. The Customer Service Manager will oversee daily customer service operations, drive service excellence, and ensure the efficient management of order-to-cash processes across the region.
The role works cross-functionally with Sales, Supply Chain, Logistics, Finance, Marketing, and external partners to enhance customer satisfaction, optimize operational performance, and support the growth of our brands (Valmont, l'Elixir des Glaciers, and Storie Veneziane).
The Customer Service Manager will lead and develop the Customer Service team, establish service standards and KPIs, identify process improvement opportunities, and ensure seamless execution of customer operations. Strong leadership, customer-centricity, analytical capabilities, and stakeholder management skills are essential for success in this role. This role reports to the CFO Europe.
Main Tasks & Duties
Customer Service Leadership & Team Management (30%)
Lead, coach, motivate, and develop the Customer Service team.
Define individual and team objectives aligned with company priorities.
Ensure adequate workload distribution and resource planning.
Conduct regular performance reviews and support employee development.
Provide training and ongoing support to ensure high service standards.
Foster a customer-centric culture focused on accountability, collaboration, and continuous improvement.
Develop and implement customer service policies, procedures, and best practices.
Customer Service Operations & Order-to-Cash Management (40%)
Oversee the complete order-to-cash process, ensuring efficient order management, invoicing, and customer follow-up.
Ensure timely processing of customer orders and accurate invoicing.
Monitor credit control activities in partnership with Finance.
Manage customer inquiries, claims, returns, and service escalations.
Ensure customer requests and complaints are resolved effectively and within agreed timelines.
Monitor service level agreements (SLAs) and implement corrective actions where needed.
Drive operational excellence through continuous improvement initiatives.
Ensure accurate maintenance of customer records and ERP/CRM data.
Customer Relationship & Key Account Support (15%)
Build and maintain strong long-term relationships with customers, distributors, and key stakeholders.
Act as the senior escalation point for strategic customers.
Support Sales teams in achieving commercial objectives through excellent customer service execution.
Partner with key accounts to understand their operational needs and improve service delivery.
Monitor customer satisfaction and implement action plans to address improvement opportunities.
Conduct regular business reviews with key customers when required.
Cross-Functional Collaboration & Business Support (10%)
Collaborate closely with Sales, Finance, Logistics, Supply Chain, Marketing, and external service providers.
Align customer service priorities with product launches, commercial initiatives, and customer requirements.
Support inventory planning and logistics coordination to ensure product availability and delivery performance.
Lead operational projects to improve customer experience and internal efficiency.
Ensure a seamless customer experience across all touchpoints.
Reporting & Performance Management (5%)
Monitor and analyze customer service KPIs, including:
Order fulfillment rate
OTIF (On Time In Full)
Backorders
Customer satisfaction
Claims and returns
Invoice accuracy
Credit collection performance
Prepare regular operational and management reports.
Identify trends and improvement opportunities through data analysis.
Present performance updates and recommendations to management.
Monitor service metrics and implement improvement plans where required.
Proficiency in Microsoft Office (particularly Excel).
Customer‑oriented mindset with patience, reliability, and autonomy.
Experience in the beauty or luxury industry is a strong plus.
Qualifications
Education
Bachelor's Degree in Business Administration, Supply Chain, Logistics, or a related field.
Experience
Minimum 5 years of experience in Customer Service, Customer Operations, Order Management, or related functions.
Previous experience managing customer service teams.
Proven experience leading and developing teams of multiple employees.
Experience managing customer service operations in an international B2B environment.
Experience within the luxury, beauty, cosmetics, or premium consumer goods industry is highly desirable.
Skills & Competencies
Strong leadership and people management skills.
Excellent communication and interpersonal skills.
Strong customer orientation and relationship management capabilities.
Advanced problem-solving and decision-making skills.
Strong analytical and organizational skills.
Ability to work effectively in a fast-paced and multicultural environment.
Ability to manage multiple priorities and remain calm under pressure.
Advanced knowledge of Microsoft Office, especially Excel.
Experience with ERP and CRM systems.
Solid understanding of customer service principles and best practices.
Languages
Fluent English (mandatory).
Fluency in at least one additional European language.
Spanish, French, or Italian would be highly desirable.
Company
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