Customer Service Team Leader

Schreiber Foods; Silao; Presencial; USD 30,000 - 45,000; Jornada completa

Descripción de la vacante

A leading company in food production is seeking a Customer Service Team Leader who will be responsible for overseeing the customer experience team and ensuring timely delivery and resolution of customer needs. The role involves leading service metrics, hiring, training, and collaborating with cross-functional teams to drive business growth. Candidates should have a Bachelor's degree in Business or a related field, with fluency in Spanish and English, and considerable experience in customer service leadership.

Formación

• 5-7 years in customer services, sales or marketing, required.
• Spanish and English fluency required.
• Self-motivated, creative and flexible.

Responsabilidades

• Hire, train, coach, and evaluate development activities for team members.
• Lead team to ensure positive customer experience.
• Monitor and communicate service metrics.

Conocimientos

Communication

Analytical

Leadership

Flexibility

Creative Problem Solving

Educación

Bachelor degree in Business or related field

Herramientas

Sales Cloud

Oracle

Tableau

Power BI

Descripción del empleo

Job Category: Sales Job Family: International Sales Job Description:

Job Description Summary

The Customer Service Team Leader focuses on on time and complete delivery, follow-up on complaints, revision of orders with production, quality and planning area. Leads the customer experience team, owns Voice of the Customer, contributes to business growth and meets Schreiber established business plans. Responsible for monitoring and reporting Service Metrics and leading cross functional and customer initiatives that create mutually beneficial solutions. Leads the S&OP team in order to review line capacities vs. volume requested by customers to have a long-term vision of plant needs and cover customer demand and needs.

Role & Responsibilities

• Hire, train, coach, establish and evaluate developmental activities for team members. Identify opportunities for professional growth.

• Lead the Customer Support team in creating a positive customer experience through understanding voice of the customer and providing solutions as needed. Ensure team is providing comprehensive follow through internally to ensure customer satisfaction.

• Monitor, maintain and communicate service metrics. Ensure knowledge and utilization of tools needed to perform essential duties. Included but are not limited to Oracle, Sales Cloud, Dashboards, Tableau, Power BI.

• Build internal relationships and understand key business processes to effectively lead a team that communicates and executes to customer requirements and expectations.

• Develop and maintain product knowledge to ensure thorough understanding of all product category offerings to customers.

• Collaborate with cross functional teams to execute the S&OP program and manage new projects

Key Ingredients

• Bachelor degree in Business or related field

• 5-7 years in customer services, sales or marketing

• Spanish and English fluency required

• Demonstrated ability in leadership and organizational influence on behalf of the customer

• Excellent communication, organization and analytical skills

• Self-motivated, creative and flexible