Customer Care Supervisor

WWL Vehicle Services Mexico S. de R.L. de C.V.; Saltillo; Presencial; MXN 300.000 - 600.000; Jornada completa

Descripción de la vacante

WWL Vehicle Services Mexico S. de R.L. de C.V. seeks a Customer Service Operations Supervisor in Saltillo to coordinate daily activities in the CS department while ensuring compliance with ISO and WOW standards and accurate operational information.

The role focuses on planning dispatch and yard activities with the Operations team, supervising and developing the work force, and delivering monthly dashboards. It emphasizes continuous improvement, safety, and effective customer communication.

Formación

• Education: Bachelor's degree in Business Administration, Engineering, Supply Chain, Logistics, or a related field.
• Experience: Minimum of three years in automotive logistics, supply chain management, inventory control, and customer service.
• Proven experience supervising and leading work teams.
• Knowledge of Microsoft Office 365.
• Familiarity with administrative systems and information technology tools.
• Knowledge of Quality Management Systems and Continuous Improvement methodologies.
• English: Intermediate to advanced for business conversations.
• Willingness to travel.

Responsabilidades

• Coordinate and supervise daily operations of the Customer Service department.
• Plan vehicle dispatching and yard activities with the Operations team.
• Supervise analysis and execution of customer operating instructions.
• Assign and coordinate daily activities for the work team.
• Validate information accuracy generated by the team.
• Identify and implement process improvements to boost productivity and safety.
• Plan and coordinate employee training.
• Develop action plans to promote teamwork and achieve objectives.
• Ensure ISO and WOW process compliance and KPI tracking.
• Participate in ISO and WOW audits.
• Develop and maintain ISO procedures and SOPs.
• Prepare monthly performance dashboards and operational reports.
• Ensure timely submission of reports.
• Follow up with customers on compliance with agreements.

Conocimientos

Leadership

Customer service

Team supervision

Process improvement

English (Intermediate-Advanced)

Project management

Educación

Bachelor's degree in Business Administration, Engineering, Supply Chain, Logistics, or a related field

Herramientas

Microsoft Office 365

Kronos

Workday

Descripción del empleo

Position Purpose Coordinate and supervise the daily operations of the Customer Service department, ensuring compliance with customer requirements, effective management of operational information, and execution of processes in accordance with the organization's quality, safety, and productivity standards.

Key Responsibilities

• Serve as the primary liaison between internal and external customers to ensure operational continuity and daily productivity.
• Plan vehicle dispatching and yard management activities in collaboration with the Operations team.
• Supervise the analysis and execution of customer operating instructions.
• Assign and coordinate daily activities for the work team.
• Validate the accuracy of information generated and received by the team.
• Identify and implement process improvement opportunities to enhance productivity and strengthen operational safety.
• Plan and coordinate employee training according to assigned responsibilities.
• Develop action plans that promote teamwork and achievement of operational objectives.
• Ensure compliance with ISO and WOW process requirements and performance indicators.
• Participate in internal and external ISO and WOW audits.
• Develop, maintain, and update ISO procedures and Standard Operating Procedures (SOPs) for the assigned area.
• Prepare monthly performance dashboards and operational reports.
• Ensure the timely submission of operational reports.
• Follow up with customers to ensure compliance with operational agreements and instructions.
• Promote employee development through training initiatives that enhance skills and competencies.
• Manage employee work schedules and staffing plans.
• Delegate responsibilities and monitor team performance.
• Participate in daily start-up meetings with customers and operational teams.
• Monitor daily employee attendance using the Kronos system.
• Ensure compliance with Workday processes and organizational requirements.

Required Profile

• Education Bachelor's degree in Business Administration, Engineering, Supply Chain, Logistics, or a related field, completed with a professional degree.
• Experience Minimum of three years of experience in automotive logistics, supply chain management, inventory control, customer service, resource management, results-driven planning, and traffic and customs operations.
• Proven experience supervising and leading work teams.
• Knowledge Microsoft Office 365.
• Administrative systems and information technology tools.
• Quality Management Systems and Continuous Improvement methodologies.
• Language Intermediate to advanced English with the ability to maintain business conversations.
• Availability Availability to travel.

Who We Are

At Wallenius Wilhelmsen, you'll join a global leader in shipping and logistics with more than 9,000 colleagues across 28 countries. Together, we help move vehicles, equipment, and goods around the world through innovative and sustainable solutions. Our ambition is to lead the way in transforming shipping and logistics. Our success is built on our people. Rooted in a strong safety culture and guided by our values – We Care, We Challenge, We Commit – we create an environment where people can grow, contribute, and perform at their best. As a global company listed on the Oslo Stock Exchange, we offer international opportunities within a collaborative and values-driven culture.

Our Commitment to Equal Opportunities and an Inclusive Workplace

At Wallenius Wilhelmsen, our people are fundamental to our success. We believe in the power of bringing people together and value the unique experiences, skills, and perspectives every individual brings. These differences strengthen our ability to support our customers, drive innovation, and succeed as a global organisation. By fostering an inclusive culture where everyone feels valued and empowered to contribute, we create better outcomes for our people, our customers, and our business.

By joining WalWil, you are not just taking on a role. You are joining a global team of over 9,000 people across 28 countries, where you can play a part in shaping shipping and logistics to be cleaner, smarter, and better for future generations. We believe careers grow through purpose, learning, and collaboration. Here, you will have opportunities to develop your skills, work with experienced colleagues, and contribute to meaningful work that supports customers and communities around the world. If you are motivated to learn, make an impact, and be part of a global team, WalWil could be the place for you. For more than 150 years, Wallenius Wilhelmsen has connected people, businesses, and markets across the world.

What began as a mission to move goods and enable trade has evolved into a global shipping and logistics company focused on innovation, operational excellence, and a more sustainable future. But our story is defined as much by our people as by our business. Guided by our values—We Care, We Challenge, and We Commit— we foster a culture where people are empowered to grow, speak up and make a meaningful impact. Behind every achievement is the dedication, expertise, and collaboration of our teams. Across 28 countries, colleagues come together with diverse perspectives and a shared purpose: creating value for our customers, communities, and one another. It is this spirit that makes WalWil not only a leader in our industry, but also a place where people can build rewarding careers and contribute to something bigger than themselves.