Customer Service Team Leader

Schreiber Foods; Silao (Ciudad); Presencial; MXN 50,000 - 70,000; Jornada completa

Descripción de la vacante

A leading dairy company in Guanajuato is seeking a Customer Service Team Leader to focus on delivering excellent customer service and managing team performance. You will lead initiatives that enhance customer experience and monitor service metrics. The ideal candidate will have a Bachelor's degree in Business, along with 5-7 years in customer service or marketing, and fluency in both Spanish and English.

Formación

• 5-7 years in customer services, sales or marketing.
• Demonstrated ability in leadership and organizational influence.
• Self-motivated, creative and flexible.

Responsabilidades

• Hire, train, coach, and evaluate team members.
• Lead the Customer Support team to enhance customer experience.
• Monitor and communicate service metrics.

Conocimientos

Leadership

Communication

Organizational skills

Analytical skills

Fluency in Spanish

Fluency in English

Educación

Bachelor's degree in Business or related field

Herramientas

Oracle

Sales Cloud

Dashboards

Tableau

Power BI

Descripción del empleo

Overview

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.

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.

Qualifications

• 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