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Customer Service Supervisor (No Call Center)
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VERITIV S.A. DE C.V. en
Sobre el empleo
Subcategoría: Logística
Educación mínima requerida: Universitario titulado
Beneficios
- Prestaciones superiores a las de la ley
- Fondo de ahorro
- Vales de despensa
Descripción
Job Summary and Scope:
To oversee the efficient and effective operation of the Customer Service Department. Assists Manager with assigned customer service business team to include evaluation, training, and staffing to ensure operational excellence. Works with customer service team, sales reps, and customers to ensure customer expectations are met and continually strives to improve customer relationship. coordinates the consolidation of "know How" and processes for the progression and succession or turnover replacement plan.
Job Responsibilities:
- Principal contact for escalation (internal or external)
- Ensures problem resolution by the CX operation and guidelines
- Ensures all resources in the center are trained
- Administration of CX resources to ensure coverage plan during turn over, over time, holidays, and vacations.
- Monitors metrics on a monthly manner
- Participates in customer visits representing the operative side of Sales.
- Ensures the team is accountable and generates value.
- Work in team with Finance, Purchasing, Operations and other departments to optimize resources.
- Participates in the progression and succession plan with Direct Reporting employees, (bench Strength)
- participate in Key projects such as EDI, or any other Technology projects.
- Leader in Continues improvement of Customer Service Processes.
- Will execute other activities as necessary
Qualifications / Knowledge & Experience:
- Able to plan, organize, and prioritize without supervision & punctual
- Strong customer service skills (friendly, courteous, and helpful)
- Strong communication skills (listening, verbal and written)
- Strong communication skills in English and Spanish fluently
- Strong communication skills with groups and 1x1
- Must be able to lead a team and influence development
- Excellent computer and technical skills
- Extensive knowledge of company products and procedures
- Decision making skills and independent judgment
- Experience in a customer service role with a global company
- Ability to deal with complaints in a professional and decisive manner
- Strong interpersonal and analytical skills
- Strong communication skills (verbal and written). Experience in initiating and sustaining internal and external customer relationships
- Exceptional follow-up and problem-solving skills; ability to handle multiple tasks and effectively manage changing priorities
- Strong leadership, interpersonal, planning, organizational and negotiation skills
- Strong System Skills in Microsoft Office, Especially Excel, also in any ERP such as SAP, QAD, or any other handling Order to Cash
- Bachelor's degree or equivalent experience
- 5+ years of customer service experience
- Experience in industry field such as technology, Automotive or any fast peace industry; packaging industry is a plus.
- Experience like Supervisor
Working Conditions/Physical Requirement: (
- A significant portion of the incumbent's job responsibilities will require PC work that involves the continuous use of the fingers, hands, wrists, and sitting for frequent periods of time. The incumbent is required to speak, see, listen, walk, stand, and bend. The incumbent must be able to lift and/or move up to 10 pounds.
- Normal office working conditions with travel approximately 10% of the time to customers, suppliers, group meetings, etc.
Budget/P&L responsibilities:
- None.
Decision Rights:
- None.
Positions Supervised:
- 12 customer experience professionals (different levels) and 1 On site Coordinator
Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job's essential functions as defined by applicable disabilities law.
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Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.
ID: 19695589