Customer Service Team Lead (Pacifico, Tijuana)

Brady Mexico S. de R.L. de C.V.; Baja California; Presencial; MXN 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated Customer Service Team Lead who is passionate about excellence in customer service. In this role, you will lead a dynamic team, focusing on coaching, performance management, and fostering strong relationships with customers and distributors. Your expertise in conflict resolution and problem-solving will be essential as you drive continuous improvement initiatives and maintain high delivery performance. This position offers a unique opportunity to make a significant impact within the organization and contribute to its success.

Formación

• Bachelor’s degree in a relevant field preferred.
• Strong problem-solving skills with a collaborative approach.

Responsabilidades

• Provide coaching and feedback to team members.
• Build and nurture successful relationships with customers.

Conocimientos

Leadership & Conflict Resolution

Problem Solving

Communication

Service Orientation

Bilingual (English and Spanish)

Educación

Bachelor's degree in management, sales, marketing, or operations management

Herramientas

SAP

Descripción del empleo

We are looking for a dedicated and driven Customer Service Team Lead who is committed to excellence in customer service and operational performance. If you are passionate about leading teams, solving problems, and building lasting customer relationships, we invite you to apply for this exciting opportunity.

Key responsibilities include:

• Provide coaching and feedback to team members, supporting their development through the performance leadership process.
• Plan, assign, and direct work, including evaluating employee performance, rewarding, and disciplining as necessary.
• Following Brady's guiding values and principles.
• Actively contributing to continuous improvement initiatives alongside team members.
• Maintaining a focus on high delivery performance and cost efficiency.
• Follow up on escalated cases from sales, customers, and other internal or external departments.
• Assist in developing and delivering training within the department as required.
• Conduct monthly Silent Service Observation audits to assess performance.
• Build and nurture successful relationships with customers, distributors, and customer service teams, resulting in increased sales and customer loyalty.
• Participate in the hiring, training, and performance management of team members.
• Plan, assign, and direct work, including evaluating employee performance, rewarding, and disciplining as necessary.
• Manage projects that contribute to department and division service goals.
• Ensure timely completion of all required paperwork and reports.
• Assume the duties and responsibilities of the Customer Service Supervisor in their absence.
• Handling customer orders and delivering outstanding service.

Qualifications:

• Education: A bachelor’s degree in management, sales, marketing, operations management, or a related field from a recognized institution is preferred.
• Technical Skills: Knowledge of SAP
• Leadership & Conflict Resolution: Ability to resolve conflicts effectively, provide solutions, and motivate a diverse team of reports.
• Service Orientation: A service-minded attitude, able to work well under pressure.
• Problem Solving: Strong problem-solving skills with a collaborative team-oriented approach.
• Communication: Ability to clearly present information and respond to inquiries from managers, customers, distributors, and employees.
• Languages: Bilingual in English and Spanish.
• Customer Relationship Management: Continuously developing customer relationships to align with customer needs and expectations.