Customer Service Director

hace 1 semana


Santa Catarina, Nuevo León, México Carrier A tiempo completo

Job Overview


We are seeking a Customer Service Director to lead our team in Mexico, driving exceptional sales support and customer satisfaction. This critical role requires strong leadership skills, technical knowledge, and experience in managing teams.


About the Role


The Customer Service Director will oversee order intake, order acknowledgments, order maintenance, factory and supplier demand communications, and customer logistics planning. You will lead a team of experienced Field Service professionals, reviewing escalated issues, establishing relationships with key customers, and responding to complaints from high-profile customers.


Key Responsibilities



  • Lead and develop a customer service team focused on delivering exceptional sales support.
  • Interface daily with Schedulers, Planners, Supply Chain, and Logistics functions.
  • Support Sales/Inventory/Operations Planning (SIOP) activities.
  • Provide front-line customer support and communications.
  • Coordinate customer communications and serve as the Voice of Customer internally.
  • Track and set targets to improve customer response times and quality.
  • Function as the main point of contact for order status escalations.
  • Interact with all Carlyle customers and Carrier factory teams to continually improve the customer experience.
  • Coordinate, prioritize, and resolve issues encountered by multiple teams.
  • Review escalated issues impacting the business and provide recommendations for solutions.
  • Demonstrate a strong technical/product knowledge.
  • Manage a team according to established programs and objectives.
  • Contact customers, collect feedback, and establish good relationships with key customers.
  • Respond to complaints from high-profile customers; lead the customer satisfaction investigation and establish an improvement plan.
  • Coach team members to ensure operational achievements are met.
  • Maintain training and audit/assessment programs to ensure implementation and effectiveness of internal controls.

Requirements


To be successful in this role, you must have:



  • A University Degree (or equivalent) and 5+ years of prior relevant experience OR an Advanced Degree in a related field and 3+ years of prior relevant experience.
  • Adequate English level to handle fluent and assertive conversations (written and spoken).
  • Proven experience developing and managing teams.
  • Strong organizational and multitasking skills.
  • Practical knowledge in leading and managing the execution of processes, projects, and tactics within one work area.
  • Broad knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.

Benefits


We offer competitive benefits programs, including health insurance and opportunities for professional development. Our commitment to employee engagement, diversity, and inclusion fosters a great place to work.


Location


This role is based in Mexico, providing an opportunity to contribute to a global leader in intelligent climate and energy solutions.


Salary Range


$80,000 - $120,000 per year, depending on experience.



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