Latam Customer Service Supervisor

hace 2 semanas

Tláhuac, Ciudad de México Guerbet A tiempo completo
At Guerbet, we build lasting relationships so that to enable people to live better. This is Our Purpose.


We are a global leader in medical imaging, offering an extensive portfolio of pharmaceuticals, medical devices, digital and AI solutions, for diagnostic and interventional imaging.

As a pioneer in the field of contrast products since the last 95 years ,we continuously innovate.

We dedicate 10% of our revenue to Research & Development such as to improve the diagnosis, prognosis and quality of life of patients.

Achieve, Cooperate, Care and Innovate are the values that we share and practice on a daily basis.


Working at Guerbet is not only being part of a multicultural team of 2,600 people across more than 20 countries, but, it is above all about playing a unique role in the future of medical imaging.


SUMMARY OF THE ROLE

The individual selected for the LatAm Customer Service Supervisor position needs to have the ability to motivate and manage a team and work with a sense of urgency in providing excellent service to our clients and customers.

Oversee the daily operation of the customer service department, while timely communicating with internal and external customers.

Must have a good data analytics background to assess the department progress and performance, determine objectives and KPI's for the customer service team.

Responsible for managing the LatAm order operations for 4 direct markets, Chile, Colombia, Mexico and Panama, and several indirect distributor markets throughout the region.


YOUR ROLE
Manage, guide, coach, and motivate the LatAm Customer Service Team

Team's escalation-point for problem resolution and decision making

Setting goals for customer service team members and helping them achieve those goals

Ensuring compliance with regulations, policies, and procedures by regularly auditing the team's work

Actively promoting and managing the continuous improvement of customer service standards

Collaborate with other departments to ensure shipments are handled in the most efficient, economic, and compliant way possible

Assisting in problem-solving and root-cause analysis regarding the LatAm Distribution Centers and Customer Service issues

Interacting with customers and handling customers queries and complaints in a timely fashion

Leading and/or participating in Supply Chain process improvement related projects

Aligning short
- and long-term priorities with sales and supply chain/warehouses to ensure order execution and goal achievement

Reviewing, approving, and/or processing corrective transactions, credits and returns.

Creating and maintaining weekly and monthly reports for internal and external communications, such as KPI's, customer satisfaction surveys, etc.

Other duties and responsibilities as determined by Guerbet, from time to time, in its sole discretion.

YOUR BACKGROUND
Minimum 5 years' experience in customer relationship and service level management

Bachelor's degree in Supply Chain or related field

Excellent interpersonal skills and communication skills; ability to effectively communicate with all levels of the organization

Ability to work in a fast-paced environment with complex business scenarios

Detail oriented with strong problem-solving skills

individual must be self-motivated, adaptive to changes and results oriented.

Ability to build strong cross-departmental business relationships

Ability to develop and maintain relationships with people from different cultures and backgrounds

Must be service oriented, culturally sensitive, have a leading personality, and be able and willing to handle high stress situations

Ability to travel < 10%

Required - Bi-Lingual (Spanish/English) - written and oral language skills required. Demonstrated excellence in written and oral communication.

Must possess strong interpersonal, analytical, and organizational skills.

Must have a demonstrated ability to work on projects with mínimal supervision

Must be able to speak with consumers about the usage of all Guerbet products.

Must be able to work and maintain multiple projects at one time.

Working knowledge of Microsoft Word, Excel, and Power Point.

JDE experience preferable

SAP experience (is a plus)

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