Customer Service Manager México & Latam

Bio-Rad LAM; México; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Bio-Rad LAM in Mexico City seeks a Customer Service Manager to lead the Mexico & LSA operations, shaping service procedures and driving customer satisfaction across the region. You will supervise daily activities, develop standards, and coordinate with Supply Chain, Planning, Marketing, Sales, and Finance to meet goals. This role requires strong leadership, bilingual communication, and a focus on metrics and continuous improvement.

Formación

• Bachelor’s degree in business administration or a related field.
• 3 years of proven experience in a customer service leadership role.
• Proficiency in Microsoft Office and customer service software (SAP, CRM).
• Excellent written and verbal communication in Spanish and English.
• Strong leadership and interpersonal skills.

Responsabilidades

• Oversee day-to-day operations of the Mexico & LSA customer service dept.
• Respond to customer service issues promptly and professionally.
• Develop effective customer service procedures and standards.
• Set and monitor customer satisfaction goals with the team.
• Coordinate with Supply Chain, Imports, Planning, Marketing, Sales, Finance, and Distribution.
• Maintain records and document service activities and discussions.
• Prepare reports on service statistics and insights.
• Hire and train new agents and manage budget.

Conocimientos

Leadership

Customer service strategy

Communication

Team management

Educación

Bachelor’s degree in business administration

Herramientas

Microsoft Office

SAP

CRM

Descripción del empleo

Customer service manager leads our Customer Service department for Mexico & LSA. One of the main goals is, provide outstanding customer service to our customers across the region by developing effective customer service procedures, follow the bio-rad standard process and setting customer satisfaction goals.

To qualify for the role, the ideal candidate should have; proven experience performing a customer service leadership position, excellent knowledge of the latest industry trends, techniques and imports. In addition, being an excellent communicator (written and verbal), demonstrate strong leadership and interpersonal skills.

Responsibilities

• Supervise the customer service department day-to-day operations for Mexico & LSA.
• Respond to customer service issues in a timely manner.
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Effective communication with other areas across company like Supply Chain, Imports, Planing, Marketing, Sales, Finance and Distirbution Center.
• Maintain accurate records and document all the customer service activities and discussions.
• Assess service statistics and prepare detailed reports on the findings.
• Hire and train new customer service agents.
• Manage the customer service approved budget.
• Stay informed on the latest SOP and methods that Ccmpany launches.

Qualifications:

• Bachelor’s degree in business Administration, or relevant field.
• 3 years of proven experience in a customer service leadership position.
• Proficiency in Microsoft Office and customer service software, SAP, CRM.
• Outstanding written and verbal communication skills in Spanish & English.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.

Compensation: Market compatible compensation.

Who We Are: For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe. Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.

EEO Statement: Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. people with special abilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply.

Agency Non-Solicitation: Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.