Senior Shared Services Customer Service Lead

Grupo Cosentino; Toluca; On-site; MXN 279,000 - 502,000; Full time

Job summary

Cosentino is seeking a Shared Customer Service Representative for its Toluca headquarters. You will coordinate and control the customer service team to maintain strong relationships and achieve organizational objectives in a multinational environment.

Key responsibilities include guiding task prioritization, ensuring high service levels, handling order changes, and delivering KPI analyses. Previous experience in manufacturing and proficiency with Job Tracker and Microsoft Office are required.

Qualifications

• Minimum 5 years of customer service experience.
• Experience with Job Tracker.
• Stone, industrial, and manufacturing industry experience.
• Proficiency in Microsoft Office (Excel, Outlook, etc.)

Responsibilities

• Coordinate and control the customer service team to maintain relationships.
• Meet organizational and operational objectives.
• Collaborate with the Shared Services Customer Service Manager.
• Plan, prioritize and delegate tasks to ensure proper functioning of the department.
• Maintain high customer service levels.
• Implement policies and procedures.
• Assist with complex order processing challenges.
• Monitor accuracy of team members.
• Receive payments for order changes.
• Identify and implement strategies to improve quality, productivity and profitability.
• Prepare and deliver KPI analysis for CS team.
• Coordinate customer service projects and initiatives.
• Identify staff training and coaching needs.
• Update daily reporting.
• Communicate with local managers.
• Backup support for all team functions.
• Promote cooperation and commitment within the team.
• Other duties as assigned by management.

Skills

Time management

Customer service oriented

Organizational skills

Written and verbal communication

Decision making

Tools

Job Tracker

Microsoft Office

Job description

Cosentino is seeking a Shared Customer Service Representative for its Toluca headquarters. You will coordinate and control the customer service team to maintain strong relationships and achieve organizational objectives in a multinational environment.

Key responsibilities include guiding task prioritization, ensuring high service levels, handling order changes, and delivering KPI analyses. Previous experience in manufacturing and proficiency with Job Tracker and Microsoft Office are required.