Assoc Mgr Customer Service (CPFR Latam)

Hershey Company; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Hershey Company is seeking an Assoc Mgr Customer Service (CPFR Latam) to lead advanced customer service across multiple channels and coordinate cross-functional solutions for LatAm operations.

The role emphasizes resolving complex issues, managing end-to-end service processes, and driving improvements to deliver high-quality experiences for customers in the Latam region.

Formación

• Provide advanced customer service expertise across physical, remote, and digital channels.
• Handle escalated or complex customer service issues with independence and cross-functional collaboration.
• Manage end-to-end service processes and order management activities.
• Coordinate cross-functional projects and process improvements impacting customer experience.
• Document learnings and apply best practices to improve service delivery.

Responsabilidades

• Provide Advanced Customer Service Expertise across physical, remote, and digital channels to resolve escalated or complex needs.
• Oversee escalated issues, advanced order management activities, and post-service support requiring independent decision‑making.
• Organize and implement projects or process work that influences customer experience and business outcomes.
• Partner with internal teams and external collaborators to share insights and coordinate end‑to‑end solutions.
• Research, analyze, and resolve issues considering multiple factors and prior precedent.

Descripción del empleo

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Note:If you apply for a role at Hershey through our career’s website, we may use technologies that use automation to filter your candidacy based on objective criteria. We also use AI-enabled tools that help us facilitate the selection of our future Hershey talent. These tools may help with activities such as matching and scoring candidates to roles based on requirements and scheduling interviews. These systems process only the information you provide in your application, including your resume, work history, education, and responses to screening questions. While these technologies assist with certain steps in our recruitment process and may provide recommendations, all final decisions, including those affecting whether candidates advance to subsequent stages in the applicant process, are made by our talent acquisition teams with meaningful human review and independent judgment. Depending on your location and the specific role you apply for, additional disclosures about our use of AI in recruitment may be provided to you separately.

Assoc Mgr Customer Service (CPFR Latam)

Posted Date: Oct 5, 2026

Requisition Number: 130584

Job Overview

This role functions as a skilled subject matter expert responsible for organizing and executing work that spans teams or functions and influences business performance. It independently manages complex customer service issues, processes, or projects that require intermediate practical knowledge. The role engages cross?functionally to coordinate solutions and elevate service quality. It requires researching and resolving problems that are not immediately evident and applying best practices to drive improvements. The position also supports transformation efforts that impact customer experience and operational outcomes.

Accountabilities

1. 1. Provide Advanced Customer Service Expertise
   The role delivers expert customer support across physical, remote, and virtual channels to resolve escalated or complex needs. The role applies deep functional knowledge and analyzes multiple factors to determine appropriate solutions. The role protects customer relationships and drives service excellence.
2. 2. Manage Complex Issues and End‑to‑End Service Processes
   The role oversees escalated issues, advanced order management activities, and post‑service support requiring independent decision‑making. The role ensures challenges with broader customer or business impact are handled efficiently and consistently. The role identifies patterns and communicates cross‑functionally to support timely resolution.
3. 3. Execute Projects and Processes with Cross‑Functional Impact
   The role organizes and implements projects or process work that influences customer experience and business outcomes. The role balances multiple deliverables and coordinates stakeholders to ensure alignment. The role supports improvements that strengthen operational effectiveness.
4. 4. Collaborate Across Teams to Improve Service Delivery
   The role partners with internal teams and external collaborators to share insights and coordinate end‑to‑end solutions. The role synthesizes information from multiple sources to inform recommendations. The role supports consistent, high‑quality service delivery.
5. 5. Apply Best Practices to Address Complex Problems
   The role researches, analyzes, and resolves issues that require consideration of multiple related factors and prior precedent. The role documents learnings and outcomes to inform future practices. The role supports continuous improvement and strengthens decision quality.