Customer Service Manager

hace 4 semanas

Xico, México Avantor A tiempo completo
About the Role

Avantor is seeking a dedicated Customer Service Lead to join our team. This position is located onsite in Mexico City near The World Trade Center.

Key Responsibilities:

  • Supervise a team of customer support specialists to ensure exceptional customer service and support.
  • Resolve complex customer issues and complaints in a professional manner.
  • Coordinate and lead daily team activities to meet departmental goals and implement processes regarding quality, productivity, and issue resolution.
  • Monitor team performance to achieve maximum client satisfaction levels.
  • Train and mentor team members to enhance their skills and knowledge.
  • May spend a portion of time performing the work of those they supervise.
  • Assist with management decisions and activities.
  • May assist higher-level supervisors.

Requirements:

  • College degree (preferred) or equivalent/applicable experience.
  • Must be able to communicate in English C1 (Verbal and Written).
  • 3-5+ years applicable experience in a customer relationship type role.
  • 2-3+ years' experience with Avantor preferred.
  • 1+ years leadership experience preferred.
  • Knowledge of Avantor Systems, processes, and company resources.
  • Advanced computer skills and strong knowledge of SAP.
  • Ability to handle high-profile issues, complex customer situations, and escalated customer calls.
  • Must be confident and strong decision-maker with ability to balance customer needs vs. company objectives.
  • Resourceful problem solver and process improver.
  • Excellent communication skills, both verbal and written.
  • Strong leadership, coaching, and mentoring skills.
  • Strong Organizational & Time Management skills to prioritize tasks and meet deadlines.
  • Must be a team player and be able to work with members of the immediate team, as well as employees outside the organization, while demonstrating the ability to work independently.
  • Thorough attention to detail.
  • Ability to take charge and be proactive.
  • Must be customer and sales-focused.
  • Must be able to maintain confidentiality.

How You Will Thrive and Create an Impact:

  • Overall responsibility for Customer Service associate performance to meet productivity and quality metrics/goals.
  • Responsible for Customer Service associate development and performance management.
  • Supports associate hiring, retention, progressive disciplinary process, and terminations as necessary.
  • Leads, participates, and represents customer service in ABS process improvement initiatives, such as A3s, Kaizens, etc.
  • May take the lead on smaller projects or portions of significant projects.
  • Manages Customer Service associate training and coaching.
  • Monitors and maintains daily workflow/service levels/activities within the team.
  • Supports quality monitoring program by performing monthly QM assessment, reviewing for trends and improvement opportunities, and providing monthly coaching sessions.
  • Manages system failures and outages; working with IT and Customer Service teams minimizing loss of productivity and customer disruption.
  • Support business needs, when necessary, as part of the business continuity plan; temporarily manage daily business needs during business continuity event to minimize customer interruptions.
  • Handles escalated complaints, questions, and queries as necessary. Research complex customer issues, determining the root cause of the problem. Follows up with the customer, sales, and appropriate parties to ensure sales are maintained.

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