Strategic Customer Service & Collections Manager

Caterpillar Inc.

Guanajuato

Presencial

MXN 800.000 - 1.200.000

Jornada completa

Hace 5 días

Sé de los primeros/as/es en solicitar esta vacante

Generador de candidaturas

Transforma esta oferta en una entrevista — un currículum y una carta de presentación creados pensando en lo que quiere el empleador.

Supera los filtros ATS

Descripción de la vacante

Caterpillar Inc. in Mexico is seeking a Manager Customer Services to lead the customer service function across all contact channels, setting service strategies, driving performance, and ensuring efficient, professional resolutions.

You will partner with operations, sales and cross-functional teams to strengthen service levels and support business objectives. This on-site role at Corporativo Vía Cordillera, Santa Catarina, Nuevo León, requires five days in the office with fluent English and a

Formación

Bachelor’s degree in Finance, Business Administration, or a related field.
Fluent English

Responsabilidades

Define and execute service strategies that improve efficiency, responsiveness, and customer satisfaction.
Lead and develop teams through clear expectations, coaching, performance monitoring, and accountability.
Manage complex inquiries, escalations, and service issues, ensuring timely resolution and communication.
Oversee workload planning, resources, forecasting, and real-time contact management to meet targets.
Analyze metrics, trends, and results to identify improvements and corrective actions.
Collaborate with operations teams to align processes, close service gaps, and sustain service levels.
Support continuous improvement, technology adoption, and process enhancements to improve retention and effectiveness.
Ensure portfolio health by providing management, leadership and direction to collect past due accounts.
Tracks and brings timely resolution to unpaid accounts and manage them with the legal and remarketing team.