Customer Experience Supervisor

Lubrizol; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global materials company in Mexico City is seeking a leader for its customer experience team. The role involves establishing goals, driving improvements, and ensuring compliance with service standards. The ideal candidate has a strong background in customer service and is passionate about fostering customer satisfaction and operational excellence in a diverse environment.

Formación

• Strong leadership skills to develop and motivate team members.
• Experience in customer service management and process improvement.
• Ability to collaborate with cross-functional teams.

Responsabilidades

• Lead and develop a customer experience team with clear goals.
• Drive continuous process improvements aligned with objectives.
• Oversee daily operations to resolve customer inquiries efficiently.
• Ensure compliance with internal guidelines and service standards.

Descripción del empleo

This position is responsible for leading and developing our customer experience team, ensuring the delivery of exceptional service across all customer touchpoints and after-sales support. The role is essential in fostering customer satisfaction, loyalty, and operational excellence.

It is responsible for retaining skilled and trained personnel within the team, ensuring that all efforts to meet customer needs strictly adhere to the Code of Ethics, Safety Standards, Lubrizol’s values, and a firm commitment to a diverse and inclusive work environment.

Main Functions and Responsibilities of the Position

• Lead and develop a team of customer experience representatives by establishing clear goals and expectations.
• Drive continuous process and capability improvements in collaboration with the Center of Excellence (COE); identify and implement enhancements aligned with process maturity objectives.
• Oversee daily operations to ensure timely and effective resolution of customer inquiries, complaints, and escalations.
• Collaborate with cross-functional teams to achieve high levels of customer satisfaction, ensuring compliance with internal and global guidelines.
• Coordinate, monitor, and track all customer orders, deliveries, and invoices to maintain established customer service standards.
• Support special projects and initiatives designed to enhance the customer experience.
• Provide guidance to team members to meet business objectives, including coaching, training, and development opportunities to strengthen team capabilities and engagement.
• Ensure adherence to the Month-End Closing Policy and maintain effective internal controls to guarantee the accuracy of order management transactions.
• Support the Sales & Operations Planning (SOP) and Sales & Operations Execution (SOE) processes by preparing and presenting requested Customer Experience KPIs, escalation topics, and key data to facilitate informed actions and decisions.
• Ensure compliance with service standards, the code of ethics, policies, and procedures through regular audits and coaching.