Customer Service Director

hace 7 días


San Luis Potosí, San Luis Potosí, México First Brands Group, LLC A tiempo completo

About First Brands Group, LLC

First Brands Group, LLC is a leading organization in the automotive industry, serving as the parent company of numerous OEM and Aftermarket brands. As a privately held company, we are dedicated to driving profitable growth and exceeding customer expectations.

Job Summary

We are seeking an experienced and highly motivated individual to join our Customer Service Team as a Customer Service Manager. This role will play a pivotal part in providing exceptional customer experiences, surfacing key business insights, and driving process improvements.

Key Responsibilities

  • Mentorship and Development
    • Mentor, train, and coach the customer service team to ensure they have the necessary skills and knowledge to provide exceptional customer experiences.
  • Market Segment Management
    • Manage market segments, providing strategic guidance and support to ensure alignment with business objectives.
  • Order Management and Reporting
    • Develop, maintain, and deliver daily, weekly, and monthly order management reports to key stakeholders.
  • Process Improvement
    • Review current practices and identify areas for improvement, implementing solutions to enhance order management processes.
  • Customer Support and Escalations
    • Provide support for escalations, ensuring timely and effective resolution of customer issues.
  • Communication and Collaboration
    • Communicate effectively with key stakeholders, including customers, internal partners, and external vendors.

Requirements

  • Minimum of 5 years of experience in customer service order entry, preferably in the manufacturing or distribution industry.
  • Experience with Manufacturing ERP Systems, such as Oracle, SAP, JDE, or AS400.
  • Strong analytical and problem-solving skills, with a proven track record of achieving desired results.
  • High degree of responsiveness to customer inquiries, with a focus on providing exceptional customer experiences.


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