Customer Excellence Backoffice Manager (M&F)

Description du poste:

Air Liquide is a french multinational company, market leader in gases' production and comercialization, technology and services for Industry and Health.

How will you CONTRIBUTE and GROW?

Lead the Engine of Customer Excellence: Manager of Back Office at AL Iberia

Are you a process optimization expert with a passion for leadership and operational precision?

At Air Liquide, we believe that the foundation of a great customer experience is built behind the scenes. We are looking for a high-impact Manager of Back Office to lead our Administrative Support Team in Iberia. In this role, you won't just manage a department; you will be the guardian of our data integrity, the driver of our billing governance, and a catalyst for team development.

Your Mission: Excellence from Order to Cash 🚀

As the Manager of Back Office, you will coordinate and oversee all administrative customer care processes-from master data integrity to final invoicing. Your mission is to ensure efficient workflows, resolve complex incidents, and foster a high-performance culture that guarantees both customer satisfaction and financial health.

Your Strategic Responsibilities:
* People Leadership & Talent Development: Supervise, motivate, and develop a team of administrative assistants. You will manage workloads, set priorities, and define technical training plans in SAP and Salesforce to meet weekly and monthly goals.
* Data Integrity & Inventory Governance: Act as the ultimate owner of Master Data within SAP and Salesforce. You will validate customer stock balance (CSB) controls and collaborate with Logistics and Sales to resolve critical inventory discrepancies.
* Billing Excellence: Guarantee the accurate and punctual closure of regional monthly billing. You will validate billing plans according to European control guides and implement corrective actions to reduce credit notes and errors.
* Stakeholder Management: Serve as the escalation point for Key Account claims and complex administrative incidents. You will collaborate directly with customer-side supervisors to ensure a seamless cash-flow process.
* Process Optimization & KPIs: Identify bottlenecks in CRM/ERP processes and drive tool improvements. You will monitor team performance through strict SLA compliance and root-cause analysis.

#LI-RO1

Are you a MATCH?

What We Are Looking For:
* Education: University degree in Business Administration, Finance, Logistics, or a related field.
* Experience: 3 to 5 years in back-office or customer service management, with a proven track record of leading teams or coordinating complex processes.
* Technical Expertise: Expert-level proficiency in SAP (SD/MM modules) and Salesforce. Advanced Excel skills for data analysis and KPI reporting are essential.
* Languages: Advanced Spanish/Portuguese; English is highly valued for European coordination.
* Soft Skills: A natural leader with analytical thinking and the ability to thrive during high-pressure monthly closings.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world