Job Summary and Scope:
As Customer Service Center Manager, your role is focused on delivering exceptional, best-in-class customer experiences to our customers. You will be responsible for managing the customer service department, composed of local customer service specialists and national/international account managers. You will need to have an understanding of business and customer needs, develop strategies to address those needs, and implement processes to enhance customer satisfaction, loyalty, and overall brand perception to drive revenue growth.
Job Responsibilities:.
· Lead and manage a team of customer service and account management professionals, including hiring, training, and performance management. Foster a culture of customer-centricity, collaboration, and continuous improvement.
- Develop and implement customer service strategies and best practices aligned with the organization's overall goals and objectives. Help define the desired customer journey, touchpoints, and service standards to create a consistent and positive customer experience
- Collaborate with sales team to generate new business with existing accounts
- Collaborate with other departments, such as purchasing, finance, and operations to align customer service initiatives with overall business objectives
- Proactively identify and resolve issues to maintain high customer satisfaction levels, act as a customer advocate with the organization
- Identify areas for process improvement within customer service and other related departments which impact the customer journey. Streamline processes, remove bottlenecks, and implement best practices to enhance efficiency and effectiveness
- Ensure Customer Service team and talent support business needs and revenue growth for Mexico, US, and International customers improvement
- Develop, track and manage performance to key performance indicators (KPIs) related to customer service, such as customer satisfaction scores, customer surveys, customer retention, order accuracy and perfect order. Analyze data to measure performance, identify trends, and drive continuous improvement
- Utilize customer feedback, market research, and data analytics to gain insights into customer needs, preferences, and pain points. Translate insights into actionable strategies to improve the customer experience
- Identify, develop, and deliver technology enhancements to improve customer service operational efficiency
- Manage direct communication with customers as appropriate
Qualifications / Knowledge & Experience:
- College degree or equivalent work experience
- 5-7 years experience in customer service operations. Experience in packaging, manufacturing or logistics companies preferred
- 5+ years of supervisory/management experience with demonstrated ability to build and develop effective teams as well as motivate and develop direct reports
- Strong problem-solving skills and demonstrated ability to develop and execute customer experience strategies
- Strong understanding of customer experience strategies, methodologies, and best practices
- Strong communication and presentation skills, with the ability to influence and collaborate with stakeholders at all levels
- Experience in driving process improvements and implementing customer service technologies
- Proficiency in data analysis and the ability to derive actionable insights
- Project management skills and ability to drive cross-functional initiatives
- Understanding of market trends and customer behavior
- Passion for delivering exceptional customer experiences and a customer-centric mindset
- Bilingual in Spanish and English
- Responsible for establishing processes and procedures for the Customer Seervice function for all Mexico locations. Will oversee the function and determine size and scope for the function.