Customer Order & Supply Manager

We are looking for a proactive and analytical Demand & Material Planning Professional to oversee demand planning, material procurement, and inventory management for our IVD markets. The role involves managing demand planning activities in local hubs, ensuring a high service level while minimizing stockouts and scrap. 

Location: Spain
Department: Supply Chain / Customer Service

Scope: Spain & Portugal
Contract Type: Full-time, Permanent

Position Overview

We are looking for a highly motivated Customer Service & Supply Chain Team Lead to oversee and guide a team of 8 specialists based in Spain and Portugal. The ideal candidate will ensure high-quality customer service and smooth logistics operations — from order entry to final delivery — while aligning service delivery with commercial goals and driving customer satisfaction.

Key Responsibilities

• Lead, coach, and support the Iberia Customer Service & Supply Chain team, fostering operational excellence and professional growth.

• Ensure all customer inquiries, complaints, and requests are handled promptly and professionally.

• Act as the escalation point for complex customer issues, ensuring timely and effective resolution.

• Identify operational bottlenecks and lead continuous improvement initiatives to enhance customer experience.

• Collaborate closely with Sales teams to align service delivery with business strategies and customer expectations.

• Participate in customer meetings when necessary to ensure seamless communication and service.

• Coordinate with logistics partners and internal departments to guarantee timely and accurate deliveries.

• Serve as a central point of contact between customers and internal functions (Sales, Finance, Logistics).

• Define and monitor KPIs to measure customer service performance and satisfaction, and adjust strategies accordingly.

• Use SAP S/4HANA and advanced Excel (pivot tables, VLOOKUP, etc.) to track, analyze, and present insights to management.

• Support regional initiatives while ensuring alignment with global strategies.

What you need to be successful:
Technical Skills & Knowledge:

• Proven experience leading customer service teams in an international setting, preferably within the pharmaceutical, diagnostics, or medical device industry.

• Proficiency in SAP S/4HANA and advanced Excel (e.g., pivot tables, VLOOKUP).

• Knowledge of third-party logistics (3PL) processes and collaborative workflows.

• Analytical mindset with a strategic approach to process improvement.

Education & Lenguages:

• Educational background in Science, Business Administration, Engineering, or a related field.

• Native Spanish, fluent English (Portuguese is a plus).

Soft Skills & Competencies:

• Strong communication and problem-solving skills.

• Ability to manage cross-border and cross-functional relationships.

• Demonstrated ability to lead change and develop high-performing teams within complex organizational structures.

What's in it for you?

• Flexible Compensation Plan in public transports, restaurants, kindergarden, medical insurance for family, etc

• Flexible working hours and hybrid work model

• Subsidized gym membership

• Health & dental insurance

• Referral program bonus – When you introduce us with people as talented as you

• Baby friendly company

• Excellent, dynamic, and multicultural environment

At Sysmex we are focused on cultivating a diverse and inclusive work environment that encourages collaboration, creativity, and innovation. Sysmex is an equal opportunity employer, we are actively looking for qualified candidates regardless of race, ethnicity, national origin, religion, disability, gender, gender identity, sexual orientation, or age. We celebrate how different perspectives benefit our employees, our products, and our community.