Vicepresidente Customer Service (CCD) (MX000459)

DHL Express; Ciudad de México; Presencial; MXN 1,295,000 - 1,667,000; Jornada completa

Descripción de la vacante

A major logistics company in Mexico City seeks a Customer Service Director to lead the national customer service operations. This role requires a Master's degree and over 10 years of customer service experience. The ideal candidate will be responsible for driving operational excellence and ensuring high customer satisfaction. Join a globally recognized company dedicated to employee empowerment and top-tier service delivery.

Servicios

Competitive compensation packages

Employee programs and benefits

Formación

• More than 10 years in Customer Service Experience.
• Advanced English proficiency.

Responsabilidades

• Lead customer service function for the country.
• Drive operational plans and budgets.
• Serve as the final point of escalation for customer service matters.

Conocimientos

Customer service management

Strategic planning

Leadership skills

Negotiation

Educación

Master's degree (MBA)

Descripción del empleo

Overview

GREAT QUALITY AND GREAT SERVICE WILL IMPROVE THE LIVES OF OUR CUSTOMERS.

Would you like to be part of the most international company in the world?

What makes DHL great? Our People! We know each employee’s individual contributions make us the #1 Express Delivery and Logistics Company in the world.

DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.

Purpose of the Role

Lead customer service function for the country and provide input to and lead the implementation of functional strategy to provide best in class services to the customers and enhance customer satisfaction in line with country level strategy, business objectives, Group guidelines and policies.

Key Activities

• Direct and drive operational plans, measures and budgets to achieve defined results.
• Lead and control strategic activities and initiatives across the country with significant impact on overall results and/ or high business risk potential.
• Provide expert customer service input for key country business decisions and programs.
• Steer and monitor cost and effectiveness of initiatives to prioritize spending and resource allocation for the country.
• Define country level customer service programs, processes and policies to meet business objectives and protect customer relationships and public reputation.
• Drive systems, standards, targets and customer feedback mechanisms to monitor customer service performance and ensure that activities are efficient, consistent, reliable and of high quality.
• Evaluate appropriate technologies for customer service processes and activities to drive and support customer service management.
• Introduce and embed best in class customer service management practices and knowledge sharing at the country level.
• Liaise with other country level senior executives (particularly in marketing and sales) to ensure integration of customer service strategies and initiatives and alignment with business objectives.
• Serve as the final point of escalation for all customer service related matters and issues for the country.

Stakeholders

• Negotiate critical agreements/contracts with other departments and 3rd parties.
• Develop strong, trusting relationships with senior business leaders across DPDHL and partner organizations.
• Influence others across DPDHL and externally as an internally and externally recognized thought leader representing the Group.
• Champion cooperation and partnership to provide integrated solutions to problems.

Management Responsibility

• Lead multiple teams of directors and senior managers, who have direct responsibility of leading other professional level teams.
• Ensure appropriate talent selection, organization and leadership for major areas of the organization.

Educational Qualifications & Experience

• Master's degree (MBA) with more than 10 years in Customer Service Experience and English advanced.
• Do you fit this profile and are you challenged by these tasks and responsibilities? Then apply now!
• We look forward to receiving your application!

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.