Sr Customer Services

Commercial Vehicle Group, Inc.; Chihuahua; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A leading transportation services company in Chihuahua is seeking a Customer Service Representative to manage customer inquiries and relationships. This role includes resolving complaints, fulfilling orders, and leading a team focused on customer satisfaction. Candidates must have a Bachelor’s Degree in Business Administration or related fields and at least two years of experience in customer service. Strong communication and problem-solving skills are essential. The company promotes an equitable workplace and offers visa sponsorship based on need.

Formación

• Minimum 2 years of experience in customer service roles.
• Strong people management and leadership skills.
• Fluent in spoken and written English.

Responsabilidades

• Handle customer inquiries and resolve complaints effectively.
• Manage order fulfillment process ensuring timely shipments.
• Analyze and track customer satisfaction through surveys.

Conocimientos

Customer Service

Problem-solving

Communication

Sales Skills

Educación

Bachelor’s Degree in Business Administration or Industrial Engineering

Herramientas

Microsoft Office

ERP Systems

Oracle

D365

Descripción del empleo

Current CVG employees, please click HERE to login and apply.

Key Responsibilities And Main Activities

• CVG Customer Service teams interact with customers, sales representatives, and/or company service representatives to handle a variety of pre-sales and post-sales service functions.
• Receive and process transactions via phone, internet, and customer or representative correspondence, and respond to inquiries regarding CVG products or services.
• Promote and sell company products or services, as well as investigate and resolve customer complaints. A key focus area is developing strong business relationships through CVG’s Extraordinary Customer Experience strategy.
• This role is responsible for delivering value to small and medium customers while resolving all customer inquiries. Identify opportunities to generate new business and organic revenue growth through inbound and outbound outreach.
• Create a favorable impression and promote the CVG brand to strengthen our ability to attract, retain, and win with Customers.
• Manage the quotation and order fulfillment process in a timely manner, including order entry, order release, and coordination with Operations and Logistics to ensure on-time shipments.
• Support the Finance department with billing and past-due invoice issues.
• Manage customer forecast/demand and inventory levels; work with Supply Chain to meet customer demand.
• Address customer inquiries and complaints; investigate and collaborate with other departments to successfully resolve customer issues in a timely manner.
• Participate in conference calls with internal or external partners regarding delivery issues or critical projects.
• Partner with Sales to provide extraordinary service and exceed customer expectations.
• Perform any other duties assigned by the supervisor or manager.
• Delivery management.
• Daily review of sales forecast versus inventory levels to ensure KPI compliance.
• Forecast tracking and management.
• Dashboard coordination.
• Metrics management.

Billing and Pricing Management

• Billing management.
• Proactive billing management process.
• Pricing: contract expiration management and quotation follow-up.
• Credit management: work with Customers, Sales, and Finance on overdue invoices and accounts receivable.
• Issue management.
• Metric – Billing.

Customer Satisfaction Management

• Support the execution of improvement actions based on surveys; identify and drive corrective actions for recurring issues to create sustainable improvements.
• Create awareness and accountability across other functions based on Voice of the Customer (VOC).
• Quality awareness/complaints: act as the focal point to share and communicate quality status.
• Communication: establish and maintain regular performance review meetings with relevant functions.
• Metric – Customer Survey.

Customer Relationship and Satisfaction

• Communicate with Customers to resolve escalated operational issues.
• Ensure VOC monitoring through surveys, regular meetings, and ongoing customer communication.
• Responsible for identifying and driving corrective actions and improvement projects/activities with support functions to increase customer satisfaction levels based on survey results and VOC feedback. Manage service delivery processes/interfaces and promote a strong service culture.
• Ensure a minimum weekly review of the order backlog. Generate open order and forecast reports and work with the team to provide early warning of late deliveries to Customers and internal teams.
• Build a problem-solving environment focused on order fulfillment, pricing, delivery, quality, and credit, and work with Customers on continuous improvement projects.
• Responsible for building a culture of ownership and continuous improvement within the virtual Customer Service team supporting assigned Customers.

Leadership, Empowerment, and Team Engagement

• Provide daily guidance on Customer Service professionals’ activities and conduct regular team and individual updates on customer performance, goal achievement, and process updates.
• Develop and maintain a strong understanding of team strengths and development needs, holding regular discussions on progress in both areas.
• Promote and coach a self-managed environment, encouraging decision-making, engagement, and innovation within the team.

Operational Activities

• Order entry: review that orders are entered with correct lead time, pricing, and required PO revision. Orders may be received via email or customer portal; if through the portal, access and download the order.
• Forecast updates: if forecast information is available on the customer portal, access and update it weekly. If received via email, transfer it to a standardized format to upload into the JD forecast.
• Ensure the forecast does not include demand prior to the firm period (four weeks) and verify that the current part number revision is loaded.
• Maintain a list of POs that cannot be entered due to missing pricing or inactive part numbers and follow up weekly with the responsible department.
• Review urgent shipment part numbers daily and, if material is available, include them in the sales shipment notification.
• Request changes or updates to dates, prices, or revision verification through customer portals or email as required.
• Compile and organize the shortage list and follow up with the Purchasing department to obtain expected arrival dates.
• Generate reports as requested, primarily focused on order status review.
• Verify that both customer orders and forecast data match the information captured internally.
• Evaluate and analyze customer-provided forecasts.

Experience And Skills

Education

• Bachelor’s Degree in Business Administration or Industrial Engineering

Experience

• Minimum 2 years of experience
• People management experience

Languages

• English – Spoken and Written

Knowledge

• Customer Service
• IATF
• ISO 14001
• AS9100D
• Counterfeit Parts (AS5553D)

Core Competencies

• Customer Focus
• IATF 16949
• AS9100D

Computer Skills

• Microsoft Office
• ERP Systems
• Oracle
• D365 (Preferred)

CVG IS AN EQUAL OPPORTUNITY EMPLOYER

Commercial Vehicle Group, Inc (CVG) is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability, or protected veteran status.

Visa Sponsorship

Commercial Vehicle Group, Inc (CVG) does provide sponsorship for employment visa status based on business need. However, for this role, applicants must be currently authorized to work in the country of the job posting location on a full-time basis.

No Unauthorized Referrals from Recruiters & Vendors

Please note that Commercial Vehicle Group, Inc (CVG) and any of its affiliated companies does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to CVG will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services, which must be agreed upon before any resume or offer is received.

Career Scam Disclaimer

Commercial Vehicle Group (CVG) makes no representations or guarantees regarding employment opportunities listed on any third-party website. To protect against career scams, job applicants should take the necessary precautions when interviewing for and accepting employment positions allegedly offered by CVG. Applicants should never provide their national ID numbers, birth dates, credit card numbers, bank account information or other private information when communicating with prospective employers or responding to employment opportunities online. Job applicants are invited to contact CVG through CVG’s website to verify the authenticity of any employment opportunities.