Customer Service Supervisor
4 days ago
Madrid
Farmasi is a family owned beauty, skincare and wellness company based in Turkey with operations in the U.S. since 2019. Our North American HQ is located in Doral Florida. We are one of the fastest growing beauty brands in the network marketing industry. We believe in helping people live their most beautiful lives through high-quality, affordable products. We pride ourselves on excellent customer support and a solid relationship with our Beauty Influencers. Farmasi works to continue living up to the legacy of its founder, Dr. C Tuna who started the company over 70 years ago. We are looking for a Customer Service Supervisor to be based in Madrid and support our European markets. This role acts as a key operational link between customers and distributors in Europe, the customer service management team in Mexico City, and warehouse operations in Poland. The position combines hands-on customer service leadership with international coordination. The ideal candidate is structured, proactive, and comfortable working across time zones, systems, and cultures to ensure a smooth end-to-end customer experience. Location: Madrid Reports to: Sales Director / Country Manager Key Responsibilities • Customer & Distributor Support, • Supervise and support daily customer and distributor service operations for European markets, • Act as the main escalation point for complex or sensitive cases related to orders, deliveries, returns, payments, and commissions, • Ensure timely, high-quality responses in line with service level expectations, • Drive continuous improvement in customer and distributor satisfaction International Coordination • Coordinate daily with, • Customer service management team in Mexico City, • Warehouse and logistics teams in Poland, • Ensure clear communication and handover of issues across teams and time zones, • Follow up on operational issues (shipping delays, stock discrepancies, system errors) until resolution, • Proactively identify process gaps between regions and support their improvement Sales & Operations Support • Support sales operations, including order processing, subscriptions, promotions, and incentives, • Ensure correct execution of compensation plans and commercial policies, • Collaborate with sales and marketing teams during launches, campaigns, and promotions, • Monitor key service and operational KPIs and contribute to performance reporting Systems & Processes • Work with CRM, ERP, and customer support tools to ensure data accuracy and consistency, • Maintain clear documentation of processes, workflows, and FAQs, • Support system-related issue resolution in coordination with internal teams Requirements • Proven experience in customer service, operations, or sales support within an international environment, • Experience working with distributed teams across multiple countries and time zones, • Bilingual in German & English (required), • Strong organizational and problem-solving skills, • Comfortable working with CRM and customer support systems, • Experience in e-commerce, logistics-heavy environments, direct selling, or MLM is a plus but not required, • Based in Madrid or willing to relocate Skills & Competencies • Customer-focused with a strong sense of ownership, • Clear and confident communicator across cultures, • Structured, detail-oriented, and execution-driven, • Able to stay calm and effective under pressure, • Comfortable operating in a fast-paced, multinational environment What We Offer • A key role in a fast-growing international company, • High level of responsibility and visibility across regions, • Competitive salary and performance-based incentives, • Professional development and training opportunities, • A dynamic, collaborative, and international working environment
