Customer Service Chief- Location Zacatecas or CDMX

Epiroc; Víctor Rosales; In loco; MXN 700.000 - 1.100.000; Tempo pieno

Descrizione del lavoro

Epiroc is seeking a Customer Service Chief in Mexico City or Zacatecas to drive a high-performing team and exceptional service. You will manage the full customer service cycle—from quotations and orders to invoicing, delivery, and claims—while collaborating with Sales, Logistics, and Finance.

The role emphasizes process improvement, data-driven decisions, and building customer loyalty, with a focus on delivering a superior customer experience across multiple sites.

Competenze

• Bachelor’s degree in a related field or above.
• Experience leading Customer Service teams.
• Strong knowledge of Order-to-Cash processes.

Mansioni

• Lead the Customer Service team according to priorities.
• Oversee quotations, orders, invoicing, and deliveries.
• Maintain proactive communication with key customers.
• Monitor orders in M3/ERP and ensure accuracy.
• Define and improve customer service KPIs and SLAs.

Conoscenze

Customer Service

Team Leadership

Order Management

ERP

Excel

Cross-functional Collaboration

Data-driven Decision Making

Formazione

Bachelor’s degree in a related field

Strumenti

M3

Power BI

ERP systems

Descrizione del lavoro

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Customer Service Chief- Location Zacatecas or CDMX

Functional area: Marketing & Sales

Onsite or Remote: Hybrid

Country/Region: MX

Location: Calera de Víctor Rosales, ZAC, MX, 98519 Mexico City, MX

Company name: Epiroc

Date of posting: Oct 2, 2026

About Epiroc:

Epiroc is a multinational company with a presence in 150 countries; which with innovative technology, develops and provides safe and state-of-the-art equipment, such as drilling machinery and construction tools for use in surface and underground mining.

It also offers world-class after-sales services and solutions for automation, digitalization and electrification.

Life at Epiroc

By joining our team, you will be part of a group of knowledgeable and helpful colleagues who live by our core values: collaboration, commitment and innovation.

The work environment in the mining and construction industries presents unique and interesting challenges that you will not find in other industries.

Our culture is characterized by care for work-life balance, professional development, global career opportunities, and an outstanding benefits package.

Customer Service Chief | Mexico City or Zacatecas

About the Role

We are looking for a Customer Service Chief with a strong customer and results-oriented mindset, proven team leadership experience, and the ability to manage the complete customer service cycle — from quotations and order placement through invoicing, delivery, backorder follow-up, and customer claim resolution.

This role will be key to strengthening customer relationships, ensuring operational excellence, and continuously improving service levels and the overall customer experience.

The position can be based in Mexico City or Zacatecas, Mexico.

Your Mission

Lead the Customer Service operation and develop a high-performing, collaborative team while ensuring an excellent and consistent customer experience.

You will work cross-functionally with Sales, Logistics, Supply Chain, Service Center, and Finance, translating customer needs into effective operational execution and using data, KPIs, and customer insights to drive improvements.

Main Responsibilities

• Lead, develop, and organize the Customer Service team according to customer and business priorities.
• Oversee the complete customer service cycle, including quotations, purchase orders, order management, invoicing, deliveries, backorders, credit notes, and customer claims.
• Maintain proactive communication with key customers regarding orders, delivery dates, backorders, and commitments.
• Manage and monitor customer orders through M3/ERP, ensuring accuracy and appropriate follow-up throughout the order lifecycle.
• Prepare and present weekly and monthly reports covering order intake, invoicing, open orders, backorders, and forecast performance.
• Define, monitor, and improve Customer Service KPIs, SLAs, and service-level metrics.
• Lead continuous improvement initiatives focused on customer experience and operational efficiency.
• Drive NPS, customer loyalty, and Customer Experience initiatives, translating customer feedback into actionable improvements.
• Partner with Sales, Logistics, Supply Chain, Service Center, and Finance to ensure effective execution and customer satisfaction.
• Ensure appropriate traceability, follow-up, and timely resolution of customer complaints and claims.
• Support forecasting, budgeting, and financial closing activities related to Customer Service operations.
• Promote collaboration across functions and a strong customer-focused culture.

What We Are Looking For

• Bachelor’s degree in Business Administration, Industrial Engineering, Supply Chain, Logistics, International Business, Marketing, Electromechanical Engineering, or a related field.
• Ideally 4+ years of experience in Customer Service, Customer Operations, Order Management, Sales Operations, Supply Chain, or a related function.
• Previous experience leading teams or coordinating Customer Service operations.
• Experience in B2B environments, ideally within mining, construction, heavy equipment, industrial equipment, spare parts, aftermarket, or technical services.
• Experience with mining and construction equipment, spare parts, services, or technical solutions will be highly valued.
• Solid understanding of Order-to-Cash processes, including quotations, purchase orders, invoicing, credit notes, and backorders.
• Experience working cross-functionally with Sales, Logistics, Supply Chain, and Finance.
• Strong Excel skills and experience with ERP and CRM systems. Knowledge of M3 and Power BI is an advantage.
• Strong analytical and problem-solving skills, with the ability to use data and KPIs to support decisions.
• Effective communication, stakeholder management, and team leadership skills.
• Continuous improvement and results-oriented mindset.
• Intermediate English, with the ability to communicate effectively in a business environment.

Location

This position can be based in Mexico City or Zacatecas, Mexico.

We believe diverse experiences, backgrounds, and perspectives make stronger teams.

It all starts with people. The world needs metals and minerals for the energy transition and our cities and infrastructure must be developed to serve a growing population. To succeed, we need to speed up the shift towards more sustainable mining and construction industries. We at Epiroc accelerate this transformation, together with customers and business partners in more than 150 countries, by developing and providing innovative and safe equipment, digital solutions, and aftermarket support.

All new thinkers are welcome. We are looking for those who want to develop, grow, and dare to think new. In Epiroc we attract, develop, and retain diverse talent valuing authenticity and unique perspectives, driving our spirit of innovation. We foster an inclusive culture where diversity isn't just a goal but a part of our values and way of working. This is how we do business for a sustainable future.Learn more at www.epiroc.com