Customer Service & Order Fulfillment Manager

Ventes Recruiting; Ciudad Obregón; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una empresa líder en el sector busca un Customer Experience Manager para optimizar las operaciones de servicio al cliente. El candidato ideal deberá contar con habilidades de liderazgo, manejo del proceso completo de pedido a envío, y experiencia en entornos de fabricación. Se requiere fluidez en inglés y español, y una visa para viajar a EE. UU. para capacitación.

Formación

• Experiencia mínima de 5 años en un rol de supervisión en servicio al cliente o ventas.
• Fluidez en inglés y español es obligatoria.
• Experiencia previa con sistemas ERP y plataformas CRM preferida.

Responsabilidades

• Liderar y desarrollar un equipo de representantes de experiencia del cliente.
• Supervisar el proceso completo de Order-to-Cash para asegurar un cumplimiento oportuno y preciso.
• Actuar como punto de escalada para problemas complejos o críticos de clientes.

Conocimientos

Liderazgo en servicio al cliente

Comunicación

Gestión de conflictos

Resolución de problemas

Educación

Diploma asociado en Negocios o relacionado

Licenciatura preferida

Herramientas

ERP

CRM

Microsoft Office Suite

Descripción del empleo

TITLE: Customer Experience Manager, Professional Division

MANAGER: Director of Product & Marketing

LOCATION: Ciudad Obregón, Mexico

We are seeking a Customer Experience Manager to lead and optimize customer service operations for our Professional Division. This individual will act as a player/coach—balancing hands-on execution, team leadership, and strategic thinking. You will oversee a team of Customer Experience Representatives and serve as the key bridge between internal teams (Sales, Production Planning, Warehouse, Accounts Receivable, etc.) and our customers.

This leadership role is essential in transforming how we serve customers—simplifying processes and enhancing the overall ease of doing business both internally and externally. A core focus will be ensuring all customer requests are handled promptly and accurately, with consistent use and upkeep of internal systems like ERP and CRM platforms.

The ideal candidate:

• hands-on customer service leadership experience in manufacturing
• who understands the full order-to-ship process, and is still the manager of the team
• Managing customer orders and inquiries,
• Coordinating product shipments (domestic and international),
• Handling customer shipping documents and export paperwork,

Working closely with planning and warehouse teams to ensure on-time delivery of

**MUST HAVE A US VISA or the ABILITY to TRAVEL TO THE US AT LEAST ONCE FOR TRAINING in Virginia

Key Responsibilities

Leadership & Development

• Lead, coach, and develop a high-performing team of Customer Experience Representatives.
• Foster a culture of ownership, accountability, and continuous improvement.
• Design onboarding and training programs to ensure performance consistency and knowledge retention.
• Become a subject matter expert in internal systems (e.g., ERP, CRM, EDI) and optimize them for efficiency.
• Recommend and implement automation or digital solutions to streamline repetitive tasks.
• Standardize and simplify processes to improve service accuracy and speed.
• Coordinate cross-functionally with Sales, Production Planning, Allocation, and Warehouse to align priorities and resolve issues quickly.
• Collaborate with corporate counterparts to implement and uphold best-in-class SOPs.

Customer Experience

• Oversee the full Order-to-Cash process to ensure timely and accurate fulfillment.
• Manage order-related operations including data entry, allocation, and customer communication.
• Act as a point of escalation for complex or critical customer issues.
• Maintain and implement pricing structures in ERP and CRM systems.
• Partner with Sales to provide strategic and tactical support for order, pricing, and availability inquiries.
• Support upselling and cross-selling efforts in coordination with Sales, based on customer needs and business goals.
• Maintain and enhance the customer order entry portal in collaboration with IT and other teams, ensuring ease of use and high functionality.
• Support compliance and fine mitigation efforts by meeting contractual obligations.
• Partner with Accounts Receivable to resolve payment issues and manage credit.
• Serve as the “Voice of the Customer,” gathering feedback and driving process and product improvements.
• Create and implement customer retention strategies that boost satisfaction and loyalty.
• Build and maintain strong, reliable relationships with customers, acting as a trusted point of contact and problem-solver.

Qualifications

• Fluent in both English and Spanish.
• Associate degree in Business or related field required; Bachelor’s degree preferred.
• Minimum of 5 years of experience in a supervisory role within customer service, sales, or account management.
• Proficient in Microsoft Office Suite.
• Prior experience with ERP systems (e.g., Plex), CRM platforms (e.g., Salesforce), and EDI connectivity is preferred.
• Strong management and supervisory capabilities.
• Excellent verbal and written communication skills, with the ability to work across diverse departments and with external customers.
• Ability to resolve both internal and external customer complaints with professionalism and composure.
• Capable of training, coaching, and mentoring customer experience representatives.
• Open-minded, collaborative, and flexible, with a continuous improvement mindset.

The ideal candidate:

• hands-on customer service leadership experience in manufacturing
• who understands the full order-to-ship process, and still be the manager of the team
• Managing customer orders and inquiries,
• Coordinating product shipments (domestic and international),
• Handling customer shipping documents and export paperwork,

Working closely with planning and warehouse teams to ensure on-time delivery of

**MUST HAVE A US VISA or the ABILITY to TRAVEL TO THE US AT LEAST ONCE FOR TRAINING in Virginia