Regional Customer Service Manager LATAM

Michael Page International México Reclutamiento Especializado S.A. de C.V; Ciudad de México; Sur place; MXN 1 674 000 - 2 008 800; Plein temps

Avantages offerts par ce poste

Salary and bonus package

Company car program

Private medical insurance

Résumé du poste

Michael Page International México Reclutamiento Especializado S.A. de C.V is seeking a Regional Customer Service Manager to lead the Customer Service organization across Latin America, ensuring best-in-class support and operational excellence.

You will manage a multicultural team, oversee end-to-end Order-to-Cash, and drive SAP-related projects and process transformations in a hybrid role based in Mexico City.

Qualifications

• 15+ years of experience in Customer Service, Customer Operations, Commercial Operations, or Order-to-Cash within multinational organizations.
• Proven experience in medical devices, healthcare, life sciences, diagnostics, or other highly regulated industries.
• Strong end-to-end Order-to-Cash expertise.
• Experience managing hospital consignment inventory operations.
• Demonstrated success leading multicultural and geographically dispersed teams across Latin America.
• Hands-on experience with SAP and other ERP platforms.
• Excellent stakeholder management and leadership skills.
• Advanced English proficiency is required.

Responsabilités

• Lead regional Customer Service operations across multiple LATAM markets, ensuring high levels of customer satisfaction and service performance.
• Manage and develop a multicultural team of managers and customer service professionals across the region.
• Drive continuous improvement initiatives focused on customer experience, operational efficiency, and service quality.
• Oversee end-to-end Order-to-Cash processes, including order management, invoicing, billing controls, revenue protection, and issue resolution.
• Lead hospital consignment inventory optimization while ensuring compliance and inventory accuracy.
• Collaborate with Supply Chain, Commercial, Finance, Logistics, Warehousing, and Operations to improve business performance.
• Support SAP implementation, process harmonization, digitalization, and transformation projects.
• Establish, monitor, and improve KPIs related to customer service, order fulfillment, invoice accuracy, and operational effectiveness.
• Ensure compliance with policies and regulations in healthcare and medical devices.
• Report to the Regional Supply Chain Management Director and contribute to regional initiatives.

Connaissances

Leadership

Stakeholder management

Operations management

Order-to-Cash

Multicultural team leadership

English proficiency

Project management

Strategic thinking

Formation

Bachelor's degree

Master's degree

Outils

SAP

Description du poste

• Lead Customer Service transformation and SAP optimization across LATAM.
• Drive regional customer experience excellence across LATAM markets.

Sobre nuestro cliente

Our client is a global leader in the healthcare and medical technology industry, recognized for its commitment to innovation, quality, and patient care. With a strong presence across Latin America, the organization continues to invest in operational excellence, digital transformation, and customer‑centric solutions to support sustainable growth and service excellence across the region.

Descripción

The Regional Customer Service Manager will be responsible for leading and developing the Customer Service organization across Latin America, ensuring the delivery of best‑in‑class customer support and operational excellence.

• Key responsibilities include:
• Lead regional Customer Service operations across multiple LATAM markets, ensuring high levels of customer satisfaction and service performance.
• Manage and develop a multicultural team of managers and customer service professionals across the region.
• Drive continuous improvement initiatives focused on customer experience, operational efficiency, and service quality.
• Oversee the end-to-end Order-to-Cash process, including order management, invoicing, billing controls, revenue protection, and customer issue resolution.
• Lead the management and optimization of hospital consignment inventory processes while ensuring compliance and inventory accuracy.
• Partner closely with Supply Chain, Commercial, Finance, Logistics, Warehousing, and Operations teams to improve business performance and customer outcomes.
• Support and lead regional projects related to SAP implementation, process harmonization, digitalization, and organizational transformation.
• Establish, monitor, and improve key performance indicators related to customer service, order fulfillment, invoice accuracy, and operational effectiveness.
• Ensure compliance with internal policies and external regulations applicable to the healthcare and medical devices industry.
• Report directly to the Regional Supply Chain Management Director and actively contribute to strategic regional initiatives.

Perfil buscado

• Bachelor's degree required; Master's degree is highly desirable.
• 15+ years of experience in Customer Service, Customer Operations, Commercial Operations, or Order-to-Cash environments within multinational organizations.
• Proven experience within medical devices, healthcare, life sciences, diagnostics, or other highly regulated industries.
• Strong expertise managing end-to-end Order-to-Cash processes.
• Previous experience managing hospital consignment inventory operations.
• Demonstrated success leading multicultural and geographically dispersed teams across Latin America.
• Hands‑on experience with SAP and other leading ERP platforms.
• Strong project management capabilities, including process transformation and systems implementation initiatives.
• Excellent stakeholder management, communication, and leadership skills.
• Advanced English proficiency is required.
• Ability to operate strategically while maintaining strong operational execution.

Qué Ofrecemos

• Salary $150,000 MXN
• Competitive executive‑level compensation package.
• Annual performance bonus.
• Company car program.
• Comprehensive family private medical insurance.
• Life insurance and pension plan.
• Opportunity to lead a regional function with direct impact on business performance and customer experience.
• Exposure to LATAM leadership and participation in high-impact transformation initiatives.
• Hybrid working model based in Mexico City