Customer Service Supervisor

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.

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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 xiphteb
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