Office Manager & Customer Ops Specialist, Iberia

Santen is a specialized company with a proud 130-year heritage focused exclusively on eye health. As a Japan-originated, global company with our footprint in over 60 countries and regions, our mission is to provide essential and significant value to patients and society through our products and services created from our expertise in ophthalmology and from the patient’s perspective.

We are looking for a proactive and highly organized Office Manager & Customer Operations Specialist to join our Iberia team in Madrid.

This is a key role supporting the day-to-day operations of our business in Spain and Portugal, ensuring smooth administrative processes, efficient customer operations, and excellent support to employees, suppliers, and external partners. The successful candidate will act as a central point of coordination across multiple functions, helping to drive operational excellence while contributing to a positive employee and customer experience.

What you will do

Customer & Channel Operations

• Build and maintain strong relationships with wholesalers, distributors, hospitals, pharmacies, and internal commercial teams.
• Support customer requests related to orders, invoicing, inventory reconciliation, backorders, and financial queries.
• Coordinate with internal stakeholders to resolve operational issues efficiently. 

Order-to-Cash & Credit Management

• Support credit collection activities and follow-up on outstanding customer balances.
• Assist with pricing and discount administration for public and private customers.
• Prepare and analyze customer sales and distribution data to support business decision-making. 

Supplier & Contract Administration

• Create and manage purchase orders and support contract administration.
• Coordinate with external service providers, including facilities, IT, telecommunications, fleet, travel, and office suppliers.
• Monitor invoices and expenditures, ensuring budget alignment and timely issue resolution. 

Office & Workplace Management

• Support the daily operation of the Madrid office and workplace services.
• Coordinate facilities-related activities and supplier relationships.
• Identify opportunities to improve efficiency and optimize local operating costs. 

Employee Support

• Coordinate onboarding and offboarding activities in partnership with HR.
• Manage equipment allocation, collection, and return for office and field employees.
• Help ensure a seamless employee experience regarding workplace services and tools. 

IT & Asset Coordination

• Maintain local inventories of laptops, mobile devices, and other technology assets.
• Act as a key local contact for IT-related requests and coordinate with the regional Helpdesk.
• Manage relationships with local telecom providers and support device lifecycle management. 

Fleet & Corporate Services

• Support administration of the company car fleet and related service providers.
• Manage company credit card administration and related processes.
• Ensure compliance with company policies and documentation requirements. 

Executive & Cross-Functional Support

• Provide administrative support to the Iberia leadership team.
• Coordinate approvals, signatures, documentation, and local projects.
• Support the organization of internal meetings, events, and employee activities.

Required Experience

• Minimum 3 years of experience in administrative support, customer operations, business support, or a similar role.
• Experience managing suppliers, external service providers, and operational processes.
• Proven ability to work effectively with multiple internal and external stakeholders.
• Experience handling purchasing activities, invoice management, contract administration, or related processes. 

Preferred Experience

• Experience in the pharmaceutical, healthcare, or medical device industry.
• Knowledge of pharmaceutical customer operations and supply chain processes.
• Accounting knowledge and exposure to accounts payable or accounts receivable activities. 

Skills & Competencies

• Strong organizational skills and attention to detail.
• Customer-focused mindset with excellent communication skills.
• Commercial awareness and analytical capabilities.
• Ability to prioritize, manage multiple tasks, and meet deadlines.
• Strong stakeholder management and problem-solving skills.
• Good working knowledge of Microsoft Office; SAP and EDI experience would be an advantage.
• Conversational level of English.

What we offer

The salary range for the Office Manager & Customer Ops Specialist, Iberia position is EUR 35,345 – EUR 48,600 gross/year, depending on experience.

Grow your career at Santen

A career at Santen is an opportunity to make a difference. Through our long-term vision outlined in Santen 2030, we are committed to be a Social Innovator - addressing the social and economic needs of people with visual impairments. We have team members around the world using their diverse talents to unlock new modalities and drive innovations for patient outcomes, education and treatment. At Santen, we believe in empowering all our team members with flexible ways of working and a highly inclusive work environment.

The Santen Group is an Equal Opportunity Employer. We are committed to building diverse teams and ensuring a safe and inclusive physical and virtual workplace for every one of our team members. All employment decisions are based on business needs, role requirements and individual qualifications regardless of race, color, ethnicity, national origin/ancestry, religion, sexual orientation, gender, gender identity/ expression, age, disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you require any kind of accommodation during our recruitment process, please let the recruiter from our team know.