Lead, Customer Account Services & Order Management

Epson America Inc.; Ciudad de México; Vor Ort; MXN 450.000 - 600.000; Vollzeit

Zusammenfassung

Epson America Inc. is seeking a skilled Customer Account Service Team Leader to guide a high-performing group that supports U.S. customers with order management and customer care.

You will supervise daily operations, coach staff, and ensure accurate, on-time delivery and service excellence. The role reports to a U.S.-based manager and collaborates with North America Customer Service and Sales Operations to align on performance goals and continuous improvement.

Qualifikationen

• 5+ years in customer service and order management, including 2+ years in supervision.
• Strong knowledge of SAP, logistics coordination, and order-to-cash processes.
• Excellent English and Spanish written and verbal communication.

Aufgaben

• Supervise and mentor the Customer Account Service team, fostering accountability, collaboration and customer focus.
• Set clear performance goals, conduct coaching sessions, and provide feedback for team development.
• Manage day-to-day workflow and coverage for U.S. time zones and service demands.
• Oversee end-to-end order processing in SAP, ensuring accuracy and timely delivery.
• Collaborate with Credit, Sales Operations and Warehouse to handle holds, allocations and shipping coordination.
• Ensure documentation, reporting and data accuracy meet company standards.
• Handle complex or escalated customer issues promptly and professionally.
• Support team inquiries on pricing discrepancies, shipment delays or product availability.
• Prepare and present performance reports and participate in planning and budgeting.

Kenntnisse

Customer service leadership

SAP

Order management

Team coaching

Process improvement

Analytical skills

Bilingual English/Spanish

Ausbildung

Bachelor's degree (BA/BS)

Tools

SAP ERP

Logistics coordination tools

Jobbeschreibung

Epson America Inc. is seeking a skilled Customer Account Service Team Leader to guide a high-performing group that supports U.S. customers with order management and customer care.

You will supervise daily operations, coach staff, and ensure accurate, on-time delivery and service excellence. The role reports to a U.S.-based manager and collaborates with North America Customer Service and Sales Operations to align on performance goals and continuous improvement.