Head of Customer Service & Warehousing Southern Europe

Puma

  • Barcelona
  • Permanente
  • Tiempo completo
  • Hace 1 mes
YOUR MISSIONPUMA is seeking a dynamic and experienced Head of Customer Service & Warehousing Southern Europe to lead and inspire our Southern Europe Customer Service teams. This role is responsible for managing two local teams with an area coordinator each: one based in Milan, focusing on the Italian market, and another in Barcelona, focusing on the Spanish and Portuguese markets. Additionally, the role serves as the primary liaison between PUMA and GXO, our logistics service provider located in Spain, overseeing warehousing and distribution operations for the Southern Europe region.Key Responsibilities:
  • Team Leadership & Development
  • Lead, coach, and develop customer service teams in Milan and Barcelona.
  • Foster a high-performance culture focused on collaboration, accountability, and continuous improvement.
  • Conduct regular performance reviews and training sessions.
  • Operational Management
  • Oversee day-to-day operations ensuring timely and accurate order processing, issue resolution, and customer communication.
  • Monitor KPIs and service levels, implementing improvements where necessary.
  • Ensure compliance with local regulations and internal policies.
  • Customer Experience
  • Champion a customer-first mindset across both teams.
  • Handle escalations and complex customer issues with professionalism and empathy.
  • Collaborate with Sales, Marketing, Merchandising, and Inbound Logistics teams to ensure a seamless customer journey.
  • Cross-Area Coordination
  • Align processes and best practices between the Italian and Spanish teams.
  • Act as the main point of contact for regional and global customer service initiatives.
  • Support the integration of new tools and systems across both locations.
  • Liaison with Logistics Partner (GXO)
  • Act as the key interface between PUMA and GXO, ensuring smooth communication and collaboration.
  • Oversee warehousing and distribution activities managed by GXO for Southern Europe.
  • Monitor service levels, resolve operational issues, and drive continuous improvement in logistics performance.
  • Coordinate with GXO on order fulfillment and returns processing.
  • Reporting & Analysis
  • Provide regular reports on team performance, customer feedback, and operational metrics.
  • Use data to identify trends, forecast demand, and drive strategic decisions.
YOUR TALENT
  • Bachelor’s degree in Business, Management, or related field.
  • 5+ years of experience in customer service and warehouse, with at least 3 years in a managerial role.
  • Proven experience managing multi-site or multicultural teams.
  • Experience working with third-party logistics providers is highly desirable.
  • Strong knowledge of customer service tools and CRM systems (e.g., SAP, Salesforce).
  • Fluent in Spanish and English (written and spoken). Knowledge of Italian nice-to-have.
  • Excellent communication, leadership, and problem-solving skills.
  • Passion for sports, fashion, and the PUMA brand is a plus.
SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy. Simply click APPLY ONLINE and follow the steps to upload your application.

Puma