Customer Service 2nd Line Resolution Team Leader

hace 3 semanas

México Sandvik Coromant A tiempo completo

Location

Mexico, Queretaro, Mexico

Sandvik Coromant Mexico is looking for a:
CUSTOMER SERVICE 2nd LINE RESOLUTION TEAM LEADER - QUERETARO

PASSIONATE TO WIN AND KEEN TO PROVIDE STRATEGIC SUPPORT

IF SO, SANDVIK MEXICO WANTS TO SPEAK WITH YOU

At Sandvik Coromant, our expertise is based on a profound understanding of the realities of doing business in our industry, and with a strong focus on customer experience and new industry trends, we’re ready for the demands of tomorrow’s manufacturing.

To be prepared for this, and to ensure that our expertise is aligned with our customer needs, we’re now looking for a talented Customer Service 2nd Line Resolution Team Leader for Mexican market.

Your challenge

In this position, your overall mission is to lead a Customer Service team to secure on time and effective solutions of cases escalated to relevant 2nd line roles, or to address unsolved cases to global functions or relevant departments in the most efficient way.

You are responsible and accountable for all 2nd line activities including to provide an overall premium Customer Experience by securing on time and effective solutions to all relevant escalated cases, according to SLA and KPIs.

You will have to monitor efficiency and effectiveness of all functions to continuously finetune all the activities and processes to seek synergies within the 2nd line org., contributing to review relevant tasks and sizing of each function to align expected results to monitored workload.

You also ensure each function makes full efficient use of standard IT and global platforms for quotations, orders, quality and services which includes EBP, CRM, TIBP, B2B, mobility etc., to serve customers.

You drive, communicate and follow up on local KPI’s aligned with Sales Support Center objectives and Global Operations target, participate and attend Sales Support Center meetings as and when required and manage the Performance Development Review (PDR) process for direct reports (manage high / low performers, succession planning for key positions, as well establish APP targets for all direct reports (in line with Operations guidelines).

Your character

We’re looking for someone with a Customer Service experience and understanding, on top of leadership potential or proven skills and aptitude, in accordance with Sandvik Leadership Model.

The role is oriented to people with Bachelor’s degree (preferable) or relevant qualifications in Business Administration or Engineering.

You know how to motivate team of people, to be persuasive and create good relationships, securing both results and commitment. As we work in an international setting, you have excellent skills in English, both written and verbal, and possibly additional language skills.

You are capable of working in a demanding environment, demonstrating strong planning and organizing skills, being also able to set targets and coach your team to achieve them.

We place great value on your personal qualities. You encourage improvements and deliver results, you bring an inclusive perspective and you’re open minded, exploring different perspectives.

At Sandvik Coromant, we strongly believe that diversity of experience, perspective and background will lead to a better environment for our employees, our business, and our customers. We’re looking forward to meeting you

Hiring Location: Queretaro, Mexico.

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