Customer Service Director

hace 3 días


Tijuana, Baja California, México National Pen A tiempo completo
About the Role

We are seeking a highly skilled Customer Service Lead to join our team at National Pen, a leading provider of personalized promotional products. As a key member of our customer-facing team, you will play a crucial role in ensuring seamless communication with external stakeholders and driving exceptional customer experiences.

Key Responsibilities:
  • Communicate effectively with customers on order status and progress
  • Meet Key Performance Indicators (KPIs) for On-Time Shipment (OTS) and Total Average Time (TAT)
  • Maintain excellent relationships with internal departments to ensure transparency and alignment on priorities and customer requirements
  • Provide clear commitment dates to customers when requested
  • Escalate challenges and provide recommendations to meet customer expectations
  • Identify and report on past-due orders
  • Communicate potential delays proactively
  • Prioritize critical orders and follow up on material shortages
Requirements:
  • Fluent English speaker
  • College degree or equivalent experience
  • 1-5 years of experience in Customer Service, Production Control, or Planning
  • Strong computer skills in Microsoft Office and Excel
  • Previous manufacturing industry experience with ERP knowledge
  • Leadership, motivational, and team building skills
  • Ability to analyze and solve complex problems
About Us

National Pen is a 56-year-old company that inspires small businesses worldwide. We serve 22 countries through a network of over 10 facilities across North America, Europe, Africa, and Asia. Our expert guidance helps customers save time and money by offering a wide range of personalized promotional products.

To learn more about us, visit: www.nationalpen.com

We are a part of the Cimpress group (Nasdaq: CMPR).



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