Customer Service Leader

hace 5 días

Tijuana, México Emprego MX A tiempo completo

Descripción y detalle de las actividades

Responsible for ensuring exceptional customer experience by giving quick and effective solutions to Customer requests and requirements, as well as collaborating closely with related areas to proactively address any issue related to quality, order fulfillment, delivery, and Customer Satisfaction. 1-Identify Critical issues affecting Customer Service and partner with all areas of the business in championing effective actions to continuously improve operations and achieve the best customer experience. 2-Lead Customer Service team [5-7 team members] to provide an exceptional customer experience on Avery’s Digital Printing and Custom Direct Fulfillment products and services. 3-Proactively and Reactively resolve Customer issues and report back to customers on any special needs, escalations, and high-sensitivity matters. 4-Responsible for bringing special attention to unusual business activity like freight upgrades, bulk orders, same-day rush authorizations, replacement orders, refunds, reprints, or others. 5-Foster a customer-centric culture within the team, leading to continuous improvement while being a liaison between the customer and operations. 6-Monitor key metrics of the e-commerce business units with respect to overall customer experience both through the voice of customers, as well as internal results in complaints, shipping, and delivery times. 7-Collaborate with other departments as well as sister companies to ensure seamless coordination and alignment of customer service activities. 8-Take proactive measures to improve performance through the establishment and monitoring of department goals and metrics. 9-Maintain a balanced workload distribution, resource prioritization, as well as attention to guidance and training for proper process execution. 10-Conduct regular performance evaluations for team members, providing feedback and coaching to promote professional growth and development.

Experiência y requisitos

1-Bachelor's degree in business administration, communication, or a related field (or equivalent work experience). 2-Minimum of 2 years in customer service or account management, preferably in a manufacturing or production environment. 3- English advanced 90% spoken and written 4-Experience in handling CRM platforms; knowledge of office suite, with advanced level in Excel or other data analysis platforms. 5- Qualifications - Teamwork - Time management - Leadership - Conflict resolution - Continuous improvement focus - Negotiation - Strategic vision - Information management for decision making - Service attitude - Communication skills - Detail oriented - Ethical conduct

Organización

Avery Products, S. de R.L. de C.V.

Giro

Maquiladora (Export.)

Actividad principal

Manufactura de diversos productos

Número de empleados

1600

**Área** Atención a Clientes/Call Center/Telemarketing

**Contrato** Permanente

**Turno** Diurno

**Jornada** Tiempo Completo

**Horario** Lunes a Viernes de 08.00 am a 5.00 pm

**Estudios** Carrera Profesional

**Inglés **Hablado: 90%, Escrito: 90%

**Sexo** Indistinto

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