Customer Service Supervisor

Ensambles Hyson, S.A. de C.V.; Tijuana; Presencial; MXN 857.000 - 1.371.000; Jornada completa

Descripción de la vacante

Rain Bird is seeking a Customer Service Supervisor to lead a global distributor-facing team, overseeing order entry, billing, ERP processes, and logistics. The role emphasizes data-driven reporting, coaching, and process improvements to elevate customer satisfaction across domestic and international channels.

The ideal candidate has a Bachelor's degree, 2–4 years of supervisory experience, and strong English communication. Travel within the United States may be required.

Formación

• Bachelor’s degree in business administration or related field.
• Excellent English communication skills, written and spoken.
• Strong organizational skills with multiple priorities.
• 2–4 years leading order entry and call center ops for US customers.
• Experience with ERP systems, preferably Oracle.
• Willingness to travel in the United States.

Responsabilidades

• Lead and develop a customer service team supporting distributors and customers.
• Set performance goals and provide coaching to staff.
• Improve processes to reduce delays and raise satisfaction.
• Oversee returns, account adjustments, and issue resolution.
• Recruit, onboard, and train staff.
• Develop and maintain call center policies and guidelines.
• Manage payroll activities and annual reviews.
• Plan workforce to meet business needs.
• Manage special projects end-to-end.
• Prepare and present service performance reports.
• Ensure training and onboarding programs for new hires.
• Support Oracle system processes and data integrity.

Conocimientos

Leadership

Customer service

Communication

Organization

Travel readiness

Analytical skills

Educación

Bachelor's degree in business administration or related field

Master's degree in Marketing / MIS / MBA or related field

Herramientas

Oracle ERP

PeopleSoft

Microsoft Office

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.

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.