CSR Order Fulfillment Supervisor

Paylocity; Santa Catarina; Presencial; MXN 500.000 - 800.000; Jornada completa

Descripción de la vacante

The Gund Company in Santa Catarina, Mexico, seeks a leadership-focused professional to train and develop CSRs, oversee enterprise process execution, and drive best practices in customer service. You will lead the design and delivery of training, standardize procedures across sites, and promote continuous improvement in service delivery.

The role requires strong data-driven decision making, excellent communication, and collaboration with site leadership.

Formación

• Bachelor's degree in business or related field; education and experience may substitute.
• Minimum 3 years in a customer service role.
• Proficiency with Microsoft Office, CRM software, and ERP systems (Infor Visual).
• Excellent written and verbal communication skills.
• Bilingual in Spanish and English, both written and spoken.

Responsabilidades

• Support Enterprise growth and enhance customer service processes through evaluation and improvement recommendations.
• Lead training and development for CSRs including new-hire and ongoing training.
• Ensure standardized process execution across TGC sites.
• Lead enterprise customer service process improvement and standardization initiatives.
• Audit CS metrics to identify performance improvements.
• Audit CS processes for standardization and efficiency improvements.

Conocimientos

Team training

Data analysis

Customer service

Communication

Collaboration

Mentorship

Time management

Written & verbal communication

Educación

Bachelors in business administration or relevant field

3+ years experience in customer service

Herramientas

Microsoft Office

CRM software (ICRM)

ERP systems (Infor Visual)

Descripción del empleo

Description

Overview

Join The Gund Company, where you will find friends who will support and challenge you to crush goals that provide amazing growth opportunities. We are in the business of electrical insulation manufacturing, but we really pride ourselves in just being a group of fun, driven, problem solvers who LOVE what we do!

The Gund Company: Take Care of Each Other, Take Care of the Customer and Take Care of the Business

Job Summary

This role will provide collaborative leadership, training, and development of CSRs, and oversee process execution of the CSR teams throughout the Enterprise. They are also responsible for delivering best practices and methodologies, and lead process improvement within The Gund Company's customer service function.

Essential Job Functions

• Support Enterprise growth and support to the customer service function through evaluation of current processes and practices to include recommendations for functional improvements, capacity needs, tools, and process improvements.
• Collaborate with site and functional leadership to execute training and development for CSRs to include new hire training, process update training, and recurrent training.
• Ensure standardized process execution at all TGC sites.
• Lead Enterprise customer service process improvement and standardization initiatives.
• Audit customer service metrics to identify performance improvement opportunities.
• Audit customer service processes to identify standardization and performance improvement opportunities.

Supervisory Responsibilities:

This position does not have any supervisory responsibilities but will have influential relationships with facility and other functions.

Requirements

Qualifications and Competencies

• Experience training and developing team members.
• Consistently demonstrates TGC core values, emotional intelligence, and business leadership skills.
• Strength in data analysis, and data-driven communication and decision-making to help guide business decisions and optimize performance.
• Excellent customer service and focus; ability to assess internal and external customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience while driving corrective actions when necessary.
• Experience collaborating and motivating team members and peers with no direct reports.
• Well-developed negotiation, mediation, and mentorship skills with the ability to remain impartial.
• Excellent time management and prioritization skills along with strong written and oral communication skills.
• Experience navigating digital ERP systems, ideally Infor Visual.

Education and Experience

• Bachelor's degree in business administration or relevant field preferred; combination of education and industry relevant experience may be considered in lieu of formal degree.
• A minimum of 3 years of proven experience in a customer service position.
• Proficiency in Microsoft Office, customer service software, customer relationship management software (prefer ICRM), and ERP systems (prefer Infor Visual).
• Outstanding written and verbal communication skills.
• Bilingual in Spanish and English, both written and spoken, is required.

Travel

Must be able to travel up to 50% to support business needs.

Physical Demands

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employee's ability to see near and far distances.

Work Environment

The work environment is typical of most office environments; occasionally, the position will be required to be on the manufacturing floor. The noise level in the work environment is usually quiet.

Why Join Us?

Our employees have a vested interest in our Company's success. The Gund Company is 30% employee-owned through our ESOP (Employee Stock Ownership Plan). Shares are awarded each year based on a calculation that takes into consideration our Company's financial profitability, employee tenure, and earnings. There is no out-of-pocket investment required!

In addition, our employees enjoy:

• A safe and healthy work environment
• Competitive wages
• Comprehensive, cost-effective employee benefits: Health, Dental, Vision, Life, and Disability
• 401(k) retirement savings program with a 50% employer match up to 6% of contributions
• Regular employee feedback through our IDP (Individual Development Plan)

EEO Statement: It is the policy of The Gund Company to recruit, hire, train, and promote employees without discriminating based on race, gender, age, religion, national origin, veteran status, sexual preference, or disability.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by those assigned to a particular position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required and personnel may be required to perform duties outside their normal responsibilities from time to time, as needed.