Customer Service Supervisor

Siemens Mobility; Zapopan; Presencial; USD 30,000 - 50,000; Jornada completa

Descripción de la vacante

Siemens Mobility is seeking a Customer Service Supervisor to lead the Customer Service team in Mexico. This role involves overseeing daily operations, enhancing customer experience, and collaborating with various teams to meet customer needs. The ideal candidate will have strong leadership skills, a results-oriented mindset, and a deep understanding of customer service processes.

Servicios

Learning & development opportunities

Inclusive work environment

Formación

• 3+ years customer service leadership experience.
• Ability to lead & engage with remote employees.
• Superior follow-through and time management skills.

Responsabilidades

• Lead the Customer Service team in Mexico.
• Act as a liaison between customers and supply chain.
• Create and analyze customer service metrics and KPIs.

Conocimientos

Fluent in English

Strong organizational skills

Analytical skills

Critical thinking

Problem-solving skills

Strong verbal communication skills

Strong written communication skills

Results oriented mindset

Team centric mindset

Educación

Bachelor’s degree or higher in related field

Herramientas

SAP

Salesforce

Amazon Web Services

Tableau

MS Office

Descripción del empleo

We empower our people to stay resilient and relevant in a constantly changing world. We’re looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you’d make a great addition to our vibrant international team.

The Customer Service Supervisor is responsible for leading the Customer Service team in Mexico and ensure the day-to-day activities are conducted in efficient and effective manner. The Customer Service Supervisor reports to Customer Service Manager in US. Critical to achieving success in this role is a deep understanding of relevant policies, processes, systems, communication tools, the ability to work with internal and external customers and suppliers.

Responsibilities:

• Responsible for US Customer Support Pre-sales team including but not limited to hiring, onboarding, developing team members, resolving personnel issues, monitoring individual and team performance, and workload balance within the team.
• Act as a liaison between customers and supply chain to resolve customer inquiries and issues.
• Ensure Customer Support policies and procedures are met to enhance customer experience.
• Collaborate across all customer support organizations, US and MX, sales and customers to understand and align on customer needs. Support on escalated orders to deliver the best results for our customers.
• Create, monitor, and analyze customer service metrics and KPIs to identify areas of improvement and implement appropriate strategies to achieve targets.
• Ensure email queues, chat and phone coverage for quick and on time customer communication.
• Facilitate effective customer communication to promptly resolve escalations.
• Conduct email, chat and phone calls quality audits within the team.
• Maintain close communication with US DI Customer Support team to work as one team supporting each other and standardize processes.
• Coach team through problem solving process for issues. Analyze and resolve complex issues using independent judgement.
• Understand the needs and pain points for the customer experience, identify root causes, propose solutions and support or lead in execution.

Requirements:

• Fluent in English
• Bachelor’s degree or higher in related field, or equivalent work experience, preferred.
• 3+ years customer service leadership experience
• Ability to lead & engage with remote employees
• Results oriented & driven mindset
• Team & Customer centric mindset
• Strong organizational and analytical skills
• Superior follow-through and time management skills
• Critical thinking and problem-solving skills
• Strong verbal and written communication skills
• SAP & Salesforce experience a plus
• Experience with Amazon Web Service Tool and/or Tableau preferred
• Working knowledge of MS Office

You can expect.

• An environment where everyone can bring their whole self and feel a sense of belonging.
• Wide variety of learning & development opportunities

Ready to unlock the full potential of technology? Join us!

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.

Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens.

Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.