Customer Service Manager (Onsite)

Location: MX-BCN-MEXICALI-496 ~ Calzada Manuel Gomez Morin #3200 ~ CALZADA

 Position Role Type: Unspecified We are seeking a highly motivated, talented Customer Service Manager who has the desire to lead and coach the finished goods customer support team. In this role you will be responsible for meeting response metrics, scheduling for team coverage, subject matter expert for root cause and corrective action planning for the finished goods team and ensure overall customer / team success. Additionally, you will manage a team of professionals along with providing directions to skilled administration employees, as well as leading area employee engagement, safety, quality and continuous improvement efforts.

Ensures all quality related items for assigned areas are complete and documented to meet established quality standards.   Leads scheduling for assigned areas so coverage requirements are met.   Responsible for operational execution during the order fulfillment phase of a contract. This includes evaluating current procedures and processes to ensure compliance, efficiency as well as customer service. Performing root cause analysis and implementing corrective actions when these aims are not met.   Leading the order entry process and making sure that sales orders are accurately and efficiently created in the SAP system. The sales orders are to be managed   in accordance with   external and internal customer expectations .    This includes documenting and training existing procedures as well as developing and deploying new techniques to continually improve this process.   Monitors operations performance to maximize productivity.   Interfaces with customers (internal and external) to understand customer needs and issues and ensure that the customers receive satisfactory standards of services.   Delegate effectively to develop personnel and effectively balance the workload.   Address employee issues/concerns and motivate the workforce to achieve department goals.   Manage and resolve escalated customer concerns with professionalism, ensuring   timely   and effective solutions that align with company policies and customer satisfaction goals   Facilitate effective collaboration and communication across teams by delivering clear and impactful presentations, reports, and updates tailored to diverse stakeholders, including senior leadership, customers, and cross-functional teams, ensuring alignment on goals and fostering a positive and productive work environment   Plan and   allocate   time and resources strategically to meet organizational goals and ensure the completion of high-priority tasks   Occasional travel to the U.S. may be required depending on business needs .   Communicate fluently in English, both verbally (calls and meetings) and in writing (email follow-ups and responses), to ensure professional and effective interaction with international clients and stakeholders.   Proficiency   at a bilingual or advanced level in English is   required .

You Must Have: Typically requires a University Degree and minimum 8   years’   prior relevant experience    Minimum of   5   years of proven experience in a leadership or management role, including direct responsibility for managing and developing a team of direct reports.   Hands-on experience with ERP systems (including but not limited to SAP or similar platforms), specifically with   expertise   in the Sales and Distribution (SD) module.   Documented success in resolving high-impact customer escalations and implementing solutions that resulted in measurable improvements in customer satisfaction (e.g., NPS, CSAT, or similar metrics)   Qualifications We Prefer: Proven   expertise   in project and change management,   demonstrated   through successful leadership of cross-functional projects, implementation of change initiatives, and possession