Customer Service Manager, Supply Chain Electronics

Country: Mexico

Location: LOC5019: Carrier - UTEC, Carretera. Villa de García Km 3.0, Santa Catarina, 66350 Mexico

Summary
This position manages a team of intermediate or experienced professionals in Customer Service. Establishes objectives and guidelines for efficient and high-quality services. Liaises with product line management, handles escalated client problems, and makes changes to Customer Service policies to ensure improvement and effectiveness.

Job Description

• Coordinates and manages all levels of customer service center representatives to ensure customers' expectations are met.
• Provides technical guidance to staff on the systems, standards, and mechanisms put in place to provide and monitor customer service performance and ensure that activities are efficient, consistent, reliable, and high quality.
• Coordinates and liaises with product line management to ensure that customer service strategies and activities are integrated with business unit objectives.
• Oversees difficult client problem and issue resolution to ensure excellence in customer satisfaction.
• Performs performance reviews on addressing and resolving customer problems and outlines to improve performances and services.
• Summarizes the findings from customer correspondence and product issues identified by the customer service team to ensure issues are discussed and resolved.
• Interprets the organization-wide customer service strategy and policies and procedures specific to daily activities of customer service center representatives to ensure smooth operations of customer services work.
• Responsible, when required, for managing the day-to-day operations of a call center and a team of call center representatives, including employees that sell or promote organization products and services to ensure business targets are met.

Minimum Requirements

• University Degree & a minimum of 5 years prior relevant experience OR Advanced Degree in a related field & a minimum of 3 years experience.
• Advanced English level in conversation and writing.
• Customer Service experience in Manufacturing industries or similar.
• Experience in global or multinational companies.
• Proficient in prioritization and managing multiple responsibilities.
• National & international travel availability up to 10%
• Desired: Experience in electronics.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.