Enterprise Customer Service Process & Training Lead

The Gund Company; Santa Catarina; Presencial; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

401(k) with employer match

IDP/Development plans

Safe and healthy work environment

Descripción de la vacante

The Gund Company is seeking a collaborative leader to train and develop CSRs and oversee CSR processes across the Enterprise. You will drive best practices, process improvements, and standardized execution at all sites.

Responsibilities include evaluating current processes, guiding training programs, and auditing metrics to uncover opportunities for performance gains in customer service while maintaining strong cross-functional collaboration.

Formación

• Experience training and developing team members.
• Bilingual in Spanish and English, both written and spoken.
• Strong data analysis and data-driven decision making.

Responsabilidades

• Support Enterprise growth and improve CSRs through process evaluation and recommendations.
• Lead training for CSRs, including new hire and ongoing updates.
• Ensure standardized process execution at all sites.
• Lead Enterprise customer service process improvement initiatives.
• Audit CSRs metrics to identify performance improvements.
• Audit processes for standardization and efficiency improvements.

Conocimientos

Training and development

Data analysis

Customer service excellence

Cross-functional collaboration

Communication skills

Problem solving

Time management

ERP systems navigation

Educación

Bachelor's degree in business administration or related field

Herramientas

Infor Visual ERP

Microsoft Office

CRM software (ICRM)

Descripción del empleo

The Gund Company is seeking a collaborative leader to train and develop CSRs and oversee CSR processes across the Enterprise. You will drive best practices, process improvements, and standardized execution at all sites.

Responsibilities include evaluating current processes, guiding training programs, and auditing metrics to uncover opportunities for performance gains in customer service while maintaining strong cross-functional collaboration.