Customer Service Manager

SUMMARY: This position will manage the Customer Service Team by providing clear goals, strategies and initiatives and driving the necessary change to ensure achievement of divisional financial and non-financial metrics. ACTIVITIES: Employee Development & Management Train and provide development opportunities for staff. Ensure annual goals are complete and communicated. Ensure Global Performance Management System is up to date and regular feedback is provided to staff members. Monitor and evaluate team members, and adjust training where needed. Attract, retain and develop high potential talent. Model and promote the Corporation’s Code of Business Ethics and Values. Perform general management duties, exercising usual authority concerning staff, performance appraisals, promotions and terminations. Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies. Act as a team role model and change-agent. Positively lead and influence team members to partner together to achieve individual and business goals. Coordinate team efforts, create and manage a regional strategy and team operating plan. Excellence in Execution – drive results & performance Communicate, implement and interpret customer service policies and procedures. Develop, recommend, and coordinate the implementation of new procedures. Ensure the efficient utilization of customer service equipment (phones, computer terminals, etc.). Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments. Identify any customer concerns, investigate and resolve problems, and respond to customer inquiries. Oversee and conduct assessments of customer needs within assigned business, region or area. Champion customer needs and follow-up on customer inquiries Provide responsive order management support including order entry, or expediting and shipment information to customers. Provide quoted pricing and inventory information to customers. Proactively communicate supply chain issues and provide alternatives. Maintain high levels of communication within customer service team. Partner with Inside Sales to achieve sales goals. Actively participate in training to expand technical skills and improve services provided to customers. Schedule and organize personnel to accommodate anticipated workflow. Recommend corrective services to adjust customer complaints. Ensures projects are completed on schedule and within budget. Develops and administers budgets, schedules, and performance standards. Exerts influence in the development of overall objectives and long-range goals of the organization. Subject to approval, modifies the organizational structure of centralized functions and units. Either new to the role or assigned to support a smaller to mid size business or operations center. Provides guidance to subordinates based on organizational goals and company policy. Work is reviewed in terms of meeting the organization’s objectives and schedules. Establishes or recommends modifications to operating policies and procedures that affect subordinate organizational units. Acts as an advisor to subordinates supervisors or staff members to meet schedules or resolve technical or operational problems. Erroneous decisions or recommendations would normally result in critical delays and modifications to projects or operations; cause substantial expenditure of additional time, human resources, and funds; and jeopardize future business activity. Frequent contacts with equivalent level managers and customer representatives concerning projects, operational decisions, scheduling requirements, or contractual clarifications. Qualifications Bachelor’s Degree required. 6 years related experience or education, preferably in related industry. Prior management experience preferred. Effective leadership, development and training skills required. Excellent written, verbal and presentation communication skills. Excellent problem solving and analytical skills. Possess strong business acumen. Data driven and process oriented. Strong customer satisfaction focus skills. Understanding of applicable computer systems, such as Microsoft Office, Lotus Notes, and function specific software. Knowledgeable on call center operations and produc t lines.

Location: Querétaro, Mexico, MX

Posted Date: 7/7/2025