Customer Service Supervisor

hace 3 meses

Torreón Coah, México PKC Group A tiempo completo

Torreón Coahuila

**Customer Service Supervisor
Objective:
Manage a team of up to 4 Customer Service Representatives to provide quality and efficient customer service to PKC clients. Maximize the performance of the team members through effective planning and communication, encouraging and ensuring all communication and process is delivered in a professional, timely manner to all internal and external customers. Supervise all activities and tasks necessary to contribute, support and execute processes that provide timely and effective attention to the needs and requirements of customers throughout the MP&L cycle.

**Responsibilities**:

- Comply with and enforce the Environment, Health, Safety, Quality and Materials Management Policy of PKC Group.
- Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive customer experience. Develop team members providing guidance on areas of development and empowering ownership of problems through resolution. Carry out performance review (including quality control assessment) of individual team members and a team as one unit.
- Anticipates and prevents problems; effective decision making; works on continuous process improvement; eliminating processes that do not add value and implementing processes which ensure customer satisfaction.
- Ensures timely and accurate entry of orders received by the customer service team. Ensures that requests for service is timely and thorough, does what is necessary to ensure customer satisfaction, prioritize customer needs; follows up to evaluate customer satisfaction.
- Be an escalation point for customers; Communicate customer feedback to the corresponding departments/staff in order to develop processes for serving customers better; Report and escalate issues and incidents based on guidelines. Advise management of any special customer needs or situations that require their attention.
- Monitor delivery process according to service level agreements with customers.
- Ability to manage multiple tasks and projects; able to determine project urgency; creates action plans; organizes and schedules people and tasks effectively.
- Ensuring that all direct report(s) co-workers meet his or her deadlines in all activities and organizational requests
- Administrative duties such as attendance, vacation, etc.; Performs other duties and/or responsibilities as requested.
- Sales Forecast every Tuesday / report and interpretation of the numbers. Graphs.
- Requirements history report and interpretation. Analysis of EOP’s.
- Report of possible obsolescence, of Finished goods, and their raw materials in order to provide visibility to the team.
- Monitoring impacts based on the customer requirements. Report and Interpretation.
- Daily reports need it for the properly planification on MP&L department. Such as increment report, schedule shipment report and possible impact materials report.
- Customers in charge, but also total knowledge of all clients to be able to give support to the analysts of Customer Service.
- Follow up on shipments for samples, trials and so, for engineering changes, design updates or customer special requirements
- Follow up and lead projects on PLEX improvements for the department (administrative area).
- Lead the confirmation of capacity availability between Commercial and Engineering areas, to support options for business.Comply with the fulfil environmental, safety and health legal requirements set out in the legislation and regulations of our customers and other applicable stakeholder’s requirements to whom we are related to our activities and products, as well as those EHS requirements established by the Company.

Required Profile

**Education and Experience**:

- Internal collaborator: at least 1 year in current position.
- Bachelor of International Business, Administration, Industrial Engineering or equivalent.
- Advanced English skills (fluent)
- Minimum experience of 5 years in Demand Management / Customer Service
- Knowledge of IATF 16949: 2016 standards
- Knowledge of Risk Analysis ISO31000Knowledge of specific customer requirements

**Skills/ knowledge requirements**:

- Strong MS Office skills
- Customer service skills such as attention and patience.
- People Management
- Teamwork
- Multitasking ability
- Stress control
- Time management skills
- Problem resolutionLeadership

**Technical/Business Knowledge**:

- Statistical analysis and data mining
- Logistics knowledge
- In-depth knowledge of the principles and practice of customer service.
- Negotiation Tools
- Knowledge of the automotive industryAbility to develop process improvements

**Competencies**
- Communication
- Customer Focus
- Decision Making
- Planning & Organizing
- Driving for ResultsExecution

**Benefits**
- It is an active full-time position with competitive benefits.Equal Opportunity Employer - Inclusive Company.

**Steps to apply

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