Customer Service Manager Iberia

About the role

The Customer Service Manager for Iberia will lead the regional customer service organisation, reporting to the Head of S&OP Iberia. The role is responsible for elevating the customer experience, driving operational efficiency and strengthening business partnerships across Spain and Portugal.

Key responsibilities

• Develop and execute a customer service strategy aligned with KHC’s corporate goals.
• Streamline order processing workflows, reduce errors and improve order‑to‑cash efficiency.
• Collaborate with GCOE, IT, GBS, Logistics and Sales to optimise processes and ensure timely order fulfilment.
• Maintain accurate master data in SAP and support EDI reporting requirements.
• Lead a team to improve Advantage survey scores and meet OTIF, lead‑time and other customer KPIs.
• Build strong relationships with key customers and internal stakeholders, jointly creating business plans with the Demand Manager.

Required profile

• Resilient professional able to manage peaks, complaints and multiple stakeholders under pressure.
• Data‑driven mindset, using analytics and technology to simplify work and support decisions.
• Innovative thinker who proposes practical solutions to complex challenges.
• Curious and committed to continuous improvement.

Required skills

• SAP (master data management)
• EDI (electronic data interchange)