Customer Service Manager (Onsite)

Collins Aerospace; Mexicali; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Collins Aerospace is seeking a Customer Service Manager in Mexicali to lead the finished goods support team and drive service excellence. You will coach staff, ensure on-time order fulfillment, and maintain strong customer relations across internal and external stakeholders.

The role requires 8+ years of relevant experience with SAP SD, ERP/CRM systems, and a track record of reducing escalations and improving CSAT. Occasional travel to the U.S. may be required to align with business needs.

Formación

• Bachelor's or higher University Degree.
• Minimum 8 years of relevant experience; 5+ years in leadership roles.
• Hands-on experience with ERP systems including SAP SD module.
• Proven track record resolving high-impact customer escalations and improving customer satisfaction.

Responsabilidades

• Lead the finished goods customer support team and coach staff to meet response metrics.
• Schedule team coverage and manage workload for order fulfillment.
• Perform root cause analysis and implement corrective actions.
• Lead order entry in SAP and ensure accurate, timely sales orders.
• Monitor operations performance to maximize productivity and customer satisfaction.
• Interface with customers to understand needs and ensure service standards.
• Drive cross-functional collaboration and report outcomes to senior leadership.
• Travel to the U.S. may be required depending on business needs.

Conocimientos

Leadership

SAP

SD Module

ERP Systems

Customer Service

Project Management

Educación

University Degree

Herramientas

SAP

ERP Systems

CRM Systems

Descripción del empleo

Date Posted:

2026-08-11

Country:

Mexico

Location:

MX-BCN-MEXICALI-496 ~ Calzada Manuel Gomez Morin #3200 ~ CALZADA

Position Role Type:

Unspecified

We are seeking a highly motivated, talented Customer Service Manager who has the desire to lead and coach the finished goods customer support team. In this role you will be responsible for meeting response metrics, scheduling for team coverage, subject matter expert for root cause and corrective action planning for the finished goods team and ensure overall customer / team success. Additionally, you will manage a team of professionals along with providing directions to skilled administration employees, as well as leading area employee engagement, safety, quality and continuous improvement efforts.

What You Will Do:

• Ensures all quality related items for assigned areas are complete and documented to meet established quality standards.
• Leads scheduling for assigned areas so coverage requirements are met.
• Responsible for operational execution during the order fulfillment phase of a contract. This includes evaluating current procedures and processes to ensure compliance, efficiency as well as customer service. Performing root cause analysis and implementing corrective actions when these aims are not met.
• Leading the order entry process and making sure that sales orders are accurately and efficiently created in the SAP system. The sales orders are to be managed in accordance with external and internal customer expectations. This includes documenting and training existing procedures as well as developing and deploying new techniques to continually improve this process.
• Monitors operations performance to maximize productivity.
• Interfaces with customers (internal and external) to understand customer needs and issues and ensure that the customers receive satisfactory standard of services.
• Delegate effectively to develop personnel and effectively balance the workload.
• Address employee issues/concerns and motivate the workforce to achieve department goals.
• Manage and resolve escalated customer concerns with professionalism, ensuring timely and effective solutions that align with company policies and customer satisfaction goals
• Facilitate effective collaboration and communication across teams by delivering clear and impactful presentations, reports, and updates tailored to diverse stakeholders, including senior leadership, customers, and cross-functional teams, ensuring alignment on goals and fostering a positive and productive work environment
• Plan and allocate time and resources strategically to meet organizational goals and ensure the completion of high-priority tasks
• Occasional travel to the U.S. may be required depending on business needs.
• Communicate fluently in English, both verbally (calls and meetings) and in writing (email follow-ups and responses), to ensure professional and effective interaction with international clients and stakeholders. Proficiency at a bilingual or advanced level in English is required.

Qualifications You Must Have:

• Typically requires a University Degree and minimum 8 years’ prior relevant experience
• Minimum of 5 years of proven experience in a leadership or management role, including direct responsibility for managing and developing a team of direct reports.
• Hands-on experience with ERP systems (including but not limited to SAP or similar platforms), specifically with expertise in the Sales and Distribution (SD) module.
• Documented success in resolving high-impact customer escalations and implementing solutions that resulted in measurable improvements in customer satisfaction (e.g., NPS, CSAT, or similar metrics)

Qualifications We Prefer:

• Proven expertise in project and change management, demonstrated through successful leadership of cross-functional projects, implementation of change initiatives, and possession of relevant certifications (e.g., PMP, PRINCE2, Prosci, or equivalent)
• Extensive experience in CRM systems.
• Preferably with experience in customer-focused leadership roles such as Customer Service Manager, Client Success Manager, Customer Support Manager, Contact Center Manager, Service Delivery Manager, or similar positions overseeing customer interactions and support operations.

Role Type Definitions:

• Please ensure the role type (defined below) is appropriate for your needs before applying to this role.

Onsite:

Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.