Axalta develops and manufactures coatings that protect, enhance, and extend the life of surfaces across automotive and industrial markets. With more than 150 years of experience, the company produces liquid, powder, and electrocoat solutions for automotive refinish, original equipment manufacturers, body shops, and commercial vehicles. Its performance coatings are also used on oil and gas pipelines, rail cars, agricultural equipment, and other industrial applications. Axalta’s global team focuses on advancing surface technology through ongoing product innovation and supports hiring across the manufacturing, automotive, and broader industrial sectors.
Senior Customer Service Operations Manager - Axalta, Asturias, Spain
Lead customer service operations, CRM governance, and digital transformation for Axalta in Asturias, Spain. The role focuses on operational KPIs, process standardization, automation, and customer experience across a global organization.
Description
- Manage and develop Customer Service Team Leaders and operational support teams.
- Improve customer service performance against operational KPIs.
- Standardize service processes across regions and business units.
- Lead initiatives that strengthen customer satisfaction, loyalty, and retention.
- Evaluate Voice of Customer feedback and service performance data.
- Manage customer service processes in Salesforce and other CRM platforms.
- Translate business needs into system enhancements and digital initiatives with IT partners.
- Maintain CRM governance, data quality, compliance, and user adoption.
- Apply Lean and Six Sigma methods to continuous improvement programs.
- Create and maintain SOPs and organizational best practices.
- Increase efficiency through automation, RPA, and AI-enabled solutions.
- Build dashboards and reporting tools to support data-driven decisions.
- Oversee back-office workloads, productivity, capacity balancing, and compliance.
- Collaborate with Sales, Supply Chain, Planning, Logistics, Manufacturing, Finance, and IT to improve customer outcomes.
- Lead deployments of digital platforms, customer portals, webshops, and service tools.
Requirements
- Bachelor’s degree in business administration, Commerce, Supply Chain Management, MIS, Marketing, or a related discipline.
- 10–15 years of experience leading large operational teams.
- 5–10 years of experience in Customer Service Operations, Commercial Operations, Supply Chain, or a related field.
- Experience managing organizations of 50–100 employees.
- Advanced knowledge of Salesforce (SFDC) and ERP systems, preferably SAP.
- Track record in operational excellence, continuous improvement, and digital transformation.
- Working knowledge of Supply Chain and Order-to-Cash processes.
- Experience operating within complex global matrix organizations.
- Strong leadership, coaching, stakeholder management, and change management skills.
- Highly developed analytical, reporting, and problem-solving abilities.
- Fluent written and spoken English.
- Willingness to travel up to 30% of the time.
- Six Sigma Black Belt certification is preferred.
- PMP certification or an equivalent credential is preferred.
- Spanish, Dutch, German, French, or Polish language skills are preferred.
Benefits
- Health insurance
- Paid time off