URIACH Customer Support Manager Invia

About Us

With over 185 years of history, we are a leading health and wellness company. Our portfolio includes iconic brands such as Aquilea, Fisiocrem, Laborest, Sidroga, Biodramina, Aerored, Fave de Fuca, Halibut, Ems, and Depuralina, with a strong presence across major European markets.

We believe in the power of nature, enhanced by science, as the best way to improve human health and wellbeing sustainably. Our goal is to create a positive impact on both people's lives and the planet.

We are currently seeking a highly motivated and skilled Customer Support Manager to join our team.

Key Responsibilities

In this role, you will be expected to:

• Lead, coach, and develop the Customer Support team, ensuring high performance and continuous improvement.
• Oversee the end-to-end order management process, ensuring accuracy, efficiency, and timely delivery to customers.
• Ensure correct processing of all order types (deferred, Medical, hospitals, Wholesalers, Mass Market, Ecommerce) in SAP, and guarantee compliance across the entire workflow.
• Manage escalated incidents related to logistics, billing, credits, and product withdrawals, ensuring quick and effective resolution.
• Supervise the processing of insurance claims and ensure adherence to internal and external requirements.
• Ensure the accuracy and maintenance of clients' Master Data in Salesforce and SAP.
• Monitor and resolve blocked, rejected, or errored orders in SAP, ensuring smooth operational flow.
• Act as the main point of contact for key customers and the commercial network, providing support and managing escalations.
• Oversee the distribution of documentation (invoices, 347, export certificates) and ensure compliance with regulatory requirements.
• Lead the daily release of pre-sales and manage commercial campaigns in coordination with Sales and Supply Chain.
• Define KPIs, prepare performance reports, and implement process improvements to enhance service quality and operational efficiency.
• Collaborate closely with Logistics, Finance, Sales and IT to optimize processes and systems.

Requirements: You'll excel if you have...

• Bachelor's degree in Finance (Business Administration, Economics, or similar).
• 5–7 years of experience in Customer Support or Commercial Operations, including at least 2 years in a leadership or team‑management role.
• Advanced level of Excel and SAP (SD and FI).
• High level of English
• Experience with Salesforce or other CRM platforms is desirable.

Uriach is a company that provides equal opportunities. We make hiring decisions based on experience, skills, passion, and ambitions. We believe that diversity adds incredible value to our teams, our products, and our culture, enabling us to discover the best ideas and solutions that positively impact both people's lives and the planet.