LM872: Manager Dedicated Customer Care

FedEx; Cuautitlán; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading logistics company in Cuautitlán seeks a Customer Support Manager to oversee representative activities, including coaching and monitoring. Candidates must have planning, judgement, and leadership skills, along with proficiency in English and relevant certifications. Previous management experience in a service environment is preferred. The position is integral to generating performance analysis for major accounts valued at millions. FedEx is known for its diverse workplace and recognition as a great place to work.

Servicios

Recognition as a great workplace

2020 Fortune’s World Most Admired Companies

Professional development programs

Formación

• Proficiency in English required.
• 2-5 years business experience including 2 years in customer service.
• Previous management or supervisory experience preferred.

Responsabilidades

• Management responsibility for a team of representatives.
• Oversee coaching and monitoring with support of QA team.
• Generate performance analysis for top accounts.

Conocimientos

Planning & Organizing Skills

Judgement & Decision Making Skills

Leadership Skills

Project Management Skills

Written Communication Skills

Verbal Communication Skills

Educación

Two years University / College or equivalent

MAESTRO certification

Descripción del empleo

Overview

Customer Support; Oversee All Representative Activities (Including Coaching & Monitoring with Support of QA Team); Dedicated Customer Support; Oversee All Representative Activities (Including Coaching, Calibration, & Monitoring With Support of QA Team). Management, support and follow-up on top accounts - $15M Revenue Generation / 40M Pcs - Performance Analysis generation for each client.

Responsibilities

Involves management responsibility for a team of people or a specific location(s) within the business. Teams may include contractors and all categories of employees : Operational, Clerical, Mechanical / Electrical, Supervisory, Secretarial, Professional, Advisory and Deputy Management. Management responsibilities include disciplinary action up to and including dismissal.

Qualifications

Planning & Organizing Skills, Judgement & Decision Making Skills, Leadership Skills, Project Management Skills, Written & Verbal Communication Skills - Two years University / College or equivalent. MAESTRO certification required. Language : Proficiency in English - A moderate level (3-5 ) years business experience including two (2) years customer service / contact experience. Previous management or supervisory experience in a service environment strongly preferred.

Benefits & Recognitions

FedEx is widely acknowledged as a world-class company. We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world’s most admired and respected companies.

• 2020 Fortune’s World Most Admired Companies (14th)
• 2019 Fortune’s Best Places to Work (15th)
• 2019 Forbes’s One of the “Best Employers for Diversity”
• 2020 FedEx LAC included in the GPTW’s Best Workplaces in Latin America Ranking (24th)
• 2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years
• 2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible
• 2021 FedEx Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.
• 2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for.