Customer Service Supervisor: Lead, Optimize & Elevate Support

Optimas Solutions; Monterrey; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

Optimas Solutions in Monterrey is seeking an experienced Customer Service Supervisor to lead a high‑performing team. The role involves overseeing daily operations, driving process improvements, and balancing efficiency with customer satisfaction.

The ideal candidate will have a Bachelor’s degree, 6+ years in customer service, and strong skills in communication, organization, MS Office, and CRM systems. This is an office‑based, full‑time position with US‑hours alignment and opportunities to

Formación

• Bachelor’s degree required.
• 6+ years of customer service experience, preferably in a distribution or fastener background.
• Excellent communication and interpersonal skills.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems.
• Customer-focused with a positive attitude and strong problem-solving abilities.
• Ability to work independently as well as part of a team.
• Office-based, full-time role with US Hours and occasional overtime.

Responsabilidades

• Leadership and Oversight: conduct new hire training and evaluations, mentor team, handle escalations, attend customer meetings, and lead stand-up calls.
• Operational Excellence: monitor KPI reports, approve margins, align with segment leaders, ensure task completion, and present KPI insights.
• Customer Engagement: participate in 1:1s and QBRs to understand customer needs and satisfaction levels.
• Project and Process Management: assist with ECNs, part setup, forecasting, and demand management collaboration.

Conocimientos

Excellent communication

Strong organizational skills

CRM systems experience

Microsoft Office Suite

Educación

Bachelor’s degree

Herramientas

Microsoft Office

CRM systems

Descripción del empleo

Optimas Solutions in Monterrey is seeking an experienced Customer Service Supervisor to lead a high‑performing team. The role involves overseeing daily operations, driving process improvements, and balancing efficiency with customer satisfaction.

The ideal candidate will have a Bachelor’s degree, 6+ years in customer service, and strong skills in communication, organization, MS Office, and CRM systems. This is an office‑based, full‑time position with US‑hours alignment and opportunities to