Customer Service Manager

Oferta confidencial; Tijuana; Presencial; MXN 1.200.000 - 2.000.000; Jornada completa

Descripción de la vacante

Oferta confidencial in Mexico is seeking an experienced Head of Customer Service and Order Support to oversee end-to-end order lifecycle across wholesale, retail, and D2C channels.

You will lead a team, optimize SOPs, partner with IT to enhance ERP/CRM/EDI tools, and drive KPIs like on-time delivery and order accuracy. Must have 7+ years experience and a U.S. visa for travel.

Formación

• 7+ years in customer service/order management or related operations.
• 3+ years in a leadership or supervisory role.
• Advanced English fluency (spoken and written).
• Experience with ERP/CRM and advanced Excel (BI) required.
• Willingness to travel internationally; valid U.S. visa/entry permit.

Responsabilidades

• Lead the customer service and order support operations across channels.
• Hire, coach, and develop the CS team; manage capacity and schedules.
• Coordinate with warehouse, logistics, and sales to resolve order issues.
• Establish SOPs and optimize ERP/CRM/EDI tooling.
• Track KPIs like on-time delivery and order accuracy; report trends to leadership.

Conocimientos

Team leadership

Order management

Process optimization

Data analysis

Advanced English

ERP/CRM proficiency

Herramientas

ERP systems

CRM

Excel / BI

EDI experience

Descripción del empleo

Role Purpose: Lead the customer service and order support operations across wholesale, retail, and direct-to-consumer channels, overseeing the end-to-end order lifecycle (order entry through delivery) while optimizing fulfillment accuracy, speed, and cross-functional collaboration.

• Team Leadership: Hire, coach, and develop customer service professionals; set performance goals, manage schedules, and plan capacity for peak/off-peak volumes.

• Order & Customer Management: Act as the escalation point for complex issues, resolve order holds, track open order risks, and coordinate closely with warehouse, logistics, and sales teams.

• Process & Systems Optimization: Establish standard operating procedures (SOPs), partner with IT to enhance ERP, CRM, and EDI tools, and ensure high data integrity.

• KPIs & Reporting: Track core metrics (on-time delivery, order accuracy, response times), analyze root causes of bottlenecks, and report trends to executive leadership.

• Language (Indispensable): Advanced conversational and written English fluency.

• Travel Documents (Indispensable): Valid international travel documents, including a valid U.S. visa / entry permit, with availability for international travel.
• Experience: 7+ years in customer service, order management, or related operations, including at least 3+ years in a leadership/supervisory role.
• Technical Skills: Hands-on experience with major ERP systems, CRM, and advanced Microsoft Excel (BI/reporting tools and EDI experience are a strong plus).
• Domain Knowledge: Proven track record in B2B and/or D2C order management environments driving process improvements and higher service level agreements.
• VISA
• Advance English.