Customer Service Supervisor

Ensambles Hyson; Tijuana; Presencial; MXN 279.000 - 468.720; Jornada completa

Descripción de la vacante

Rain Bird seeks a Customer Service Supervisor to lead a global distributor support team, overseeing order entry, billing, returns, and EC/EDI processes. You will drive performance coaching, reporting, and process improvements while ensuring high customer satisfaction across domestic and international customers.

The role requires English communication skills, a business degree, and 2–4 years leadership experience in customer service or call center operations. Oracle ERP familiarity is preferred.

Formación

• Bachelor's degree in business administration or a related field is required.
• Excellent written and verbal English communication with internal teams, external customers, and global partners.
• Strong organizational skills to handle multiple projects and deadlines.
• 2–4 years of experience as a Customer Service Supervisor or similar leadership role overseeing order entry, call center operations, and/or inside sales support for U.S.-based customers.
• Demonstrated leadership with problem-solving and decision-making abilities.
• ERP system experience, preferably Oracle, including order management and customer service transactions.
• Ability to travel within the United States as required.

Responsabilidades

• Lead and support a team of Customer Service Representatives serving distributors, contractors, retailers, and homeowners.
• Coach team members to meet performance goals and service standards.
• Monitor processes to minimize delays and improve satisfaction.
• Oversee product return requests, account adjustments, and resolution processes.
• Recruit, onboard, train, and develop staff members.
• Develop and maintain call center policies and guidelines.
• Handle payroll activities, annual performance reviews, and corrective actions.
• Create workforce planning strategies to support business goals.
• Manage special projects from planning to implementation.
• Prepare and present customer service performance reports and metrics.
• Support Oracle system processes, including data entry and updates.

Conocimientos

English communication

Leadership

Process improvement

ERP experience

Educación

Bachelor's degree in business administration or related field

Herramientas

Oracle ERP

Microsoft Office (Excel)

PowerBI

Descripción del empleo

Overview

The Customer Service Supervisor is responsible for leading, developing, and supervising a customer service team that provides exceptional support to Rain Bird’s global distributor network. This role oversees customer service operations including technical product support, order entry, international logistics and compliance, billing, returns, and administrative support activities. The position requires strong analytical skills, including the ability to perform large-scale data reviews, develop reports, and deliver presentations using Excel and other internal business tools.

Responsibilities

• Lead and support a team of Customer Service Representatives assisting distributors, contractors, retailers, and homeowners with phone support, order entry, billing, Electronic Data Interchange (EDI), marketing programs and other customer service functions for both domestic and international customers.
• Communicate customer experience standards and performance goals while providing coaching, feedback, and development support to team members.
• Monitor and improve processes to minimize service-related delays and enhance customer satisfaction.
• Oversee product return requests, customer service issues, account adjustments, and resolution processes.
• Recruit, onboard, train, and develop temporary and permanent staff members.
• Develop, implement, and maintain call center policies, procedures, and operational guidelines.
• Manage administrative responsibilities including payroll activities, annual performance reviews, and corrective action plans.
• Develop annual workforce planning strategies to support business needs and operational goals.
• Manage special projects from planning and development through implementation.
• Prepare and present customer service performance reports and key metrics for management review.Ensure successful training and onboarding programs for new employees.
• Support Oracle system processes, including accurate data entry, system updates, and transactional integrity.

Qualifications

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in business administration, Electronic Engineer or a related field.
• Excellent written and verbal communication skills in English, with the ability to effectively communicate with internal teams, external customers, and global partners.
• Strong organizational skills with the ability to prioritize multiple projects and manage competing deadlines.
• 2–4 years of experience as a Customer Service Supervisor or similar leadership role overseeing order entry, inbound/outbound call center operations, and/or inside sales support for U.S.-based customers.
• Demonstrated customer service leadership experience with strong problem-solving and decision-making abilities.
• Ability to identify business needs, recommend solutions, and drive continuous improvement.
• Self-motivated with excellent organizational skills and the ability to manage multiple priorities.
• Experience working with ERP systems, preferably Oracle, including order management and customer service-related transactions.
• Ability to travel as required within the United States.

DESIRED QUALIFICATIONS:

• Master’s degree in marketing, Management Information Systems, Business Administration, or a related field.
• Working knowledge of irrigation products, systems, industry practices, and customer requirements.
• Proficiency with PeopleSoft, Oracle, Microsoft Office (Excel, Word, Outlook, PowerBI), and other business applications.
• Demonstrated success leading teams in a collaborative environment, with strong coaching and leadership skills.
• Strong analytical and problem-solving abilities, with the capability to identify issues, develop solutions, and deliver timely results that support customer needs.

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