Supervisor Service Delivery (Night Shift)

C.H. Robinson; Monterrey; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global logistics leader in Monterrey is seeking a Supervisor Service Delivery to lead the execution of service delivery strategy for assigned customers. Responsibilities include managing customer satisfaction, team leadership, and operational excellence. Ideal candidates will have a minimum of 3 years of operations or customer service experience, alongside strong communication skills. This role offers competitive benefits beyond Mexican Labor Law, including life and medical insurance and a wealth accumulation plan.

Servicios

Life and medical insurance

Wealth Accumulation Plan

Employee Stock Purchase Plan

Formación

• Minimum 3 years of experience in operations and/or customer/client service facing role.
• Experience mentoring and coaching small project teams.
• Ability to travel up to 7.5% (domestically and internationally).

Responsabilidades

• Drive consistent execution that meets Service Delivery requirements.
• Lead direct reports by providing regular feedback and coaching.
• Identify recurring service delivery interruptions and resolve issues.

Conocimientos

Operations management

Customer service

Coaching

Problem-solving

Communication

Educación

Bachelor’s degree

Herramientas

Microsoft Office Suite

Descripción del empleo

Position Summary

The Supervisor Service Delivery is responsible for the execution of the Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. This includes responsibility for Service Delivery Excellence & Customer Satisfaction, Personnel Development and Management, and Service Delivery “Operational Excellence” via Continuous Improvement approach.

Duties and Responsibilities

The duties and responsibilities of this position consists of, but are not limited to, the following:

• Business Strategy: Drive consistent execution that meets Service Delivery requirements and expectations
• Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
• Learning and utilization of continuous improvement methodology in management of KPIs for the service delivery team
• Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
• Key customer contact for Service Delivery (Operational) needs
• Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership

• Lead direct reports by providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
• Ensure assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
• Ensure service delivery team has resources required to execute day-to-day operations
• Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks
• Maintain and utilize Account Specific Onboarding for new team members
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Qualifications

Required:

• Minimum 3 years of experience in operations and/or customer/client service facing role
• Experience mentoring and or coaching small project teams
• Ability to travel up to 7.5% (domestically and international)

Preferred:

• Bachelor’s degree from an accredited college or university
• Previous supervisory experience
• Experience executing businesses through Standard Practices and Operational Excellence methodologies
• Proficient in Microsoft Office Suite of programs
• Strong problem-solving and conflict resolution skills
• Ability to adapt and lead in a fast-paced environment
• Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
• Ability to develop strong working relationships, both internally and externally
• High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
• Ability to work collaboratively within the business setting
• Values a diverse and inclusive work environment

CH Robinson is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, or disability.

Benefits

We offer a competitive benefits plan above the Mexican Labor Law. This includes life and medical insurance, a Wealth Accumulation Plan (Plan de Pensiones), an Employee Stock Purchase Plan, and among others, the opportunity to prosper in a Fortune 500 company.