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Customer Service Leader

hace 2 días

Laguna del Marquez Veracruz, México Parker Hannifin A tiempo completo

Position Summary

  • This specialist will be the front-line leader for the whole Customer Service team, providing daily support and guidance, advising how to proceed on specific tasks and helping to solve demanding issues. The role supports operational alignment across logistics, sales, and finance, and plays a key part in ensuring trade compliance and improving customer satisfaction.
  • The incumbent will additionally be responsible for managing key accounts, primarily alongside Mexico's border, and US accounts. She/He will be the main point of contact for international trade operations for border accounts, overseeing the complete order-to-delivery process and ensuring regulatory compliance.

Responsibilities

  • Be the Customer Service Leader for advice, problem solving and escalation of issues, guiding the CS Team to efficiently navigate through the day-to-day activities, sharing knowledge and best practices.
  • Serve as the primary contact for customers at the US border, and direct CS for USA accounts, ensuring excellent service, proactive and straightforward communication.
  • Process domestic and international customer orders in SAP, ensuring accuracy in pricing, documentation, availability, and compliance.
  • Coordinate shipments and logistics operations, including cross-border movements (Mexico–U.S.), in collaboration with freight forwarders, brokers, and internal logistics personnel.
  • Ensure compliance with import regulations, including management of documentation such as certificates of origin (e.g., USMCA), HTS codes, waybill complements (complemento carta porte) and Mexican Official Norms (NOMs).
  • Supervise and support billing and invoicing processes, including the preparation of proforma invoices and COAs.
  • Monitor and track shipments, both inbound and outbound, addressing delays and escalating issues when needed; ensure timely and accurate delivery to customers.
  • Lead the resolution of order-related issues (e.g., blocked orders, pricing discrepancies, availability).
  • Collaborate closely with Territory Sales Managers, Warehouse Supervisors, Inventory Specialists, and other internal stakeholders to meet customer expectations.
  • Participate in internal and external audits related to quality and trade compliance, support corrective and preventive actions.
  • Support the creation of KPIs and reporting related to order fulfillment, trade compliance, and customer satisfaction.
  • Contribute to continuous improvement initiatives in both Customer Service and Trade Compliance processes.
  • Support and monitor CS daily performance, in collaboration with the Operations Coordinator, being accountable for the results of the Team.
  • Follow up on customer claims, product damages and returns, ensuring the closure of the Workflows are concluded within the established time.
  • Validate the part numbers required for the certificates of origin to comply with the requirements of the border and US customers.
  • Lead and follow up of the Customer Service and Operations High Performance Team.
  • Ensure administrative compliance with order entry and response times in Salesforce.
  • Coordinate with the commercial teams to ensure that order entries are completed within standard timelines as established by procedures.
  • Ensure compliance with customer specific requirements in platforms, including demand analysis, document submission, ASN generation.
  • In general, be proactive and accountable for the Customer Service activities, devoting the required time and effort to solve area issues.

Qualifications
Education:

  • Bachelor's degree in Logistics, Business Administration, International Trade or related fields
  • MBA preferred

Experience

  • Minimum 5 years of experience in Customer Service, Logistics, or Trade Compliance.
  • Proven experience in cross-border trade operations and order-to-cash processes.

Essential Competencies

  • Knowledge of import/export regulations and customs documentation
  • Experience with "complemento carta porte" processes and virtual operations.
  • Knowledge of Mexican import/export regulations, USMCA, and cross-border trade documentation.
  • Effective communication with intercompany, FF and logistics suppliers.
  • High attention to detail to ensure regulatory compliance and documentation accuracy
  • Strong knowledge of SAP (SD module) and customer service processes.
  • Effective communication and stakeholder management.
  • Problem-solving and decision-making under pressure.
  • Leadership with customers, as well as mentoring skills with the CS Team.
  • High attention to detail and commitment to compliance.

Equal Employment Opportunity
Parker is an equal opportunity employer and does not discriminate on grounds of age, race, religion, ethnic origin, sex, sexual orientation or disability in relation to recruitment and employment.

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