Customer Service Coordinator – Operations

About the role

Grupo ANAYA is looking for a Customer Service Coordinator to join its Operations team in Madrid. The role is responsible for delivering an excellent, efficient, and high‑quality customer service experience while leading the operational coordination of the Customer Service team.

Key responsibilities

• Supervise the application of service procedures and quality standards, monitor key indicators (incidents, handling times, order errors, returns) and produce service reports.
• Manage external support during peak periods to maintain service quality.
• Oversee receipt, validation, and entry of orders into corporate ERP and CRM systems, ensuring full traceability of orders and claims.
• Coordinate logistical, commercial, and administrative incidents and support the team in incident follow‑up.
• Analyze activity and service‑quality indicators, prioritize improvement plans and drive cross‑functional process enhancements with Operations, Commercial and Technology teams.
• Lead change‑management initiatives and contribute to digitalisation projects such as automation, self‑service, CRM and OMS implementations.
• Plan daily team workloads, set objectives, evaluate performance, identify training needs and foster a strong service‑oriented culture.
• Act as liaison with Commercial, Logistics, Technology and Finance teams and participate in corporate projects affecting customers or order management.

Required profile

• Degree in Business Administration, Commerce, Marketing, Logistics, Business Management or a related field.
• Minimum 5 years of experience in customer service and operations management.
• 2–3 years of experience in a coordinator or team‑leadership position.
• English proficiency at C1 level.
• Strong analytical, planning, problem‑solving and cross‑functional communication abilities.
• Experience in publishing, editorial operations or complex service environments is a plus.

Required skills

• ERP
• CRM
• OMS