Head of Customer Service & Operations (Hybrid)

Epiroc; Víctor Rosales; Hybrid; MXN 700,000 - 1,100,000; Full time

Job summary

Epiroc is seeking a Customer Service Chief in Mexico City or Zacatecas to drive a high-performing team and exceptional service. You will manage the full customer service cycle—from quotations and orders to invoicing, delivery, and claims—while collaborating with Sales, Logistics, and Finance.

The role emphasizes process improvement, data-driven decisions, and building customer loyalty, with a focus on delivering a superior customer experience across multiple sites.

Qualifications

• Bachelor’s degree in a related field or above.
• Experience leading Customer Service teams.
• Strong knowledge of Order-to-Cash processes.

Responsibilities

• Lead the Customer Service team according to priorities.
• Oversee quotations, orders, invoicing, and deliveries.
• Maintain proactive communication with key customers.
• Monitor orders in M3/ERP and ensure accuracy.
• Define and improve customer service KPIs and SLAs.

Skills

Customer Service

Team Leadership

Order Management

ERP

Excel

Cross-functional Collaboration

Data-driven Decision Making

Education

Bachelor’s degree in a related field

Tools

M3

Power BI

ERP systems

Job description

Epiroc is seeking a Customer Service Chief in Mexico City or Zacatecas to drive a high-performing team and exceptional service. You will manage the full customer service cycle—from quotations and orders to invoicing, delivery, and claims—while collaborating with Sales, Logistics, and Finance.

The role emphasizes process improvement, data-driven decisions, and building customer loyalty, with a focus on delivering a superior customer experience across multiple sites.