Customer Service Manager


Sant Cugat del Valles, ES

Tipo de Contrato:  Indefinido tiempo completo
Área:  Atención al cliente
Número de solicitud de puesto:  294169

Do you want to join an international team working to improve the future of healthcare? Do you want to improve the lives of millions of people? Grifols is a global healthcare company which, since its foundation in Barcelona in 1909, has been working to improve the health and well-being of people all over the world. Our four divisions - Bioscience, Diagnostic, Hospital and Bio Supplies - develop, produce and market innovative medicines, solutions and services in more than 100 countries and regions.

Integrated within the Commercial Supply Chain, the International Customer Service is a key part of the supply chain focused on Customer fulfillment for both, own manufactured product and third party products distributed by Grifols within the Diagnostic and Hospital divisions.


The primary role of the Customer Service Manager is to efficiently and effectively manage the international activities of the Customer Service team for Diagnostic and Hospital Divisions to deliver the company's customer service strategy and meet and exceed customer expectations in the end-to-end supply chain. This role serves as a key supply chain contact for the management of Order Management for international distributors and third party customers as well as the replenishment orders for Grifols subsidiaries.



What your responsibilities will be:



Manage the day-to-day activities of the Team to ensure they provide outstanding service to customers and stakeholders.


  • Ensure that orders received are correctly processed and in a timely manner and proper instructions are given to Logistics teams to coordinate effectively and efficiently the shipment as per customer requirements.
  • Handle customer inquiries about orders, deliveries and/or invoices.
  • Resolve customer complaints and answer promptly customers' queries regarding organizational policies and procedures.
  • Identify and investigate recurrent issues to ensure that they are resolved promptly and that processes are put in place to address the root cause.
  • Provide guidance to the team in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.
  • Provide back up support to the team in the performance of job duties as required.
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the area.



Ensure compliance with applicable Laws, Regulations, Company guidelines and corporate policies.


  • Identify areas of improvement and implement appropriate actions to increase efficiency.
  • Make recommendations and assist developing and implementing procedures within the ICS department in compliance with External and Company policies.
  • Develop and implement procedures and working instructions in the area according to the policies of the organization.
  • Participate in Financial, Regulatory, Quality external and internal inspections/audits providing responses as applicable.
  • Prepare, review and/or approve the applicable SOX controls to the area of responsibility.
  • Monitor the activities by means of reviewing written communication and holding regular meetings with the team.
  • Lead internal training and other initiatives to ensure the efficiency and knowledge of the team.
  • Recruit, induct, train and retain team on the Company policies and processes to meet the existing and future development needs of the Business.



Develop relationships and communication with internal stakeholders, including, but not limited to, Commercial, Compliance, Quality, Finance and Legal.


  • Organize meetings with applicable Teams to ensure seamless operations in the area in line with the commercial company strategy.
  • Communicate and coordinate effectively with internal departments to troubleshoot customers issues.



Mantain upper management informed about milestones and progress in the area of responsibility.


  • Prepare regular and ad-hoc reporting for upper management.
  • Assist in ad-hoc projects as assigned by upper Management.



Promote Team development.


  • Motivate, coach and develop the team to their best potencial and performance ensuring a strong work environment where team members feel motivated and engaged improving the customer service experience.



Who you are



  • You hold a Degree. Master’s Degree in in Supply Chain or equivalent recommended.
  • You have minimum 5 years of experience in a similar role.
  • You have Advanced level in English.
  • You are customer orientated.
  • You have strong analytical and problem solving skills.
  • You have ability to prioritize and to operate in a fast-paced environment.
  • Yoy have strong sense of accountability.
  • You have excellent relationship building and communication skills.
  • You have excellent attention to detail.



What we offer:



  • Permanent position.
  • Benefits package.
  • Flexible schedule: Monday-Thursday 8-9 to 17-18h and Friday 8-15h.



This is a brilliant opportunity for you. Grifols is fully aware that its employees are one of its major assets. We are committed to maintaining an atmosphere that encourages all our employees to develop their professional careers in an excellent working environment.

If you are interested in joining our company and you have what it takes for such an exciting position, then don't hesitate to apply. We look forward to receiving your application!


Grifols is an equal opportunity employer.

Location: SPAIN : España : Sant Cugat del Valles:SC2 


Learn more about Grifols