Customer Service Lead

hace 3 semanas


Xico, México Upfield A tiempo completo

Customer Service Lead - Mexico

This role is responsible for delivering excellent service to customers in Mexico through timely order processing, following the global strategy of OTC process, and developing new tools in the ERP to improve efficiency. The Customer Service Lead must understand the end-to-end process and provide recommendations to avoid extra expenses or propose new solutions to improve Supply Chain Cost and help reach sales targets.

The Customer Service Lead is also responsible for managing the team in Mexico, providing problem-solving tools, and collaborating with cross-functional areas under different policies and regulatory processes. Consistent follow-up with demand planning and sales teams to match short-term and long-term forecasts is essential. This role will interact with key accounts and operational areas with customers to define better ways of working, deliver, and negotiate penalties and distribution fees.

**Key Responsibilities**
- Manage the back office to guarantee timely processing in the ERP platform, with excellent communication with the internal team.
- Follow the end-to-end order process and ensure that products are delivered on time to customers, complying with logistics requirements, avoiding losses, and appointment delays.
- Lead and manage the OTC strategy, with new projects or tools to improve service, control, and order processing time.
- Establish good communication with cross-functional areas and develop Supply Chain KPIs to identify opportunities like DR, FR, OT, OTIF, Claims, Returns, and Refusals.
- Customer Service Facing: visit customers with the sales team and develop win-win programs to guarantee deliveries, inventories, quality, and product with final consumers.

**About You**
- +5 years' experience in the role
- Familiar with SAP functionalities
- Influence / Negotiation / Leadership
- Bias for action
- Team Development
- Able to coordinate with cross-functional departments
- Good verbal and written communication skills
- Action-oriented to deliver results under time pressure
- Comfortable handling large amounts of data
- Service-oriented attitude
- Able to adapt to changes quickly



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