Customer Service Specialist - Hybrid

The Role

Join our dynamic team at Imperial Brands PLC, where we are committed to delivering exceptional customer service and satisfaction.

We are seeking a motivated and detail-oriented Customer Service Specialist to support our Customer Service Manager and ensure seamless customer processes.

Contract: This role is offered on an indefinite contract basis and is intended to cover an 18-month secondment within the team. 

Location: Madrid, Hybrid

Principal Accountabilities

• Data Management: Prepare and manage customer service data across all digital platforms and ERPs.
• Order Processing: Check customer orders, pricing, rebates, and RSKU allocation to ensure accurate product delivery.
• Execution: Handle delivery notes, invoicing, and monthly closing tasks for local plants.
• Complaint Resolution: Receive, track, and resolve customer complaints, coordinating with other departments as needed.
• Collaboration: Work closely with Customer Service in the HUB and E2E Cluster Logistics, and support stock obsolescence management with Sales.

Skills and Experience Required

• Relevant experience in Supply Chain and/or Customer Service related roles.
• Strong collaboration and interpersonal skills.
• Proficient in Excel, SAP/APO, and Power BI.
• Fluency in English and Spanish.
• Ability to work between interfaces and manage processes effectively.
• Driven, proactive, accountable, decisive, and focused.

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and further benefits as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.