Customer Service

hace 2 semanas

Tecate BC, México MAM DE LA FRONTERA, S.A. DE C.V. A tiempo completo
y detalle de las actividades
  • Handle complex customer inquiries via phone and digital channels related to:
  • Product quality concerns
  • Order lead times and fulfillment issues
  • New product development questions and feedback
  • Serve as an escalation point for challenging or high-impact customer situations
  • Build trust and long-term customer relationships through clear, professional communication
  • Equip remote customer service representatives with accurate, up-to-date information to resolve customer inquiries efficiently
  • Develop and maintain:
  • Knowledge base articles
  • Standard operating procedures (SOPs)
  • Escalation paths and resolution guidelines
  • Partner with internal teams (manufacturing, quality, product, operations) to ensure consistent and correct messaging
  • Lead continuous improvement initiatives to strengthen customer service quality, consistency, and speed
  • Design scalable processes that allow one unified team to support multiple brands and product lines
  • Identify recurring customer issues and drive root-cause solutions across departments
  • Help define metrics, reporting, and performance standards for customer service operations
  • Support hiring, training, and coaching efforts as the customer service function evolves

Experiencia y requisitos

  • Bilingual: Fluent in English and Spanish (written and verbal)
  • 3+ years of experience in customer service or customer support roles
  • Experience working in or closely with manufacturing, e-commerce, or product-based businesses
  • Comfortable using customer service platforms such as:
  • Shopify
  • Gorgias or Zendesk
  • Strong communication, problem-solving, and organizational skills
  • Ability to work cross-functionally and drive alignment between teams

Preferred

  • Experience with SAGE 100 (ERP)
  • Previous leadership or team-lead experience in customer service
  • Familiarity with quality systems, production workflows, or supply chain concepts

Beneficios

  • Beneficios de acuerdo a la LFT

Número de vacantes 1

Área Atención a Clientes/Call Center/Telemarketing

Contrato Permanente

Modalidad Presencial

Turno Diurno

Jornada Tiempo Completo

Horario

  • Tiempo completo
  • Lunes a viernes

Estudios Carrera técnica

Inglés Hablado: Avanzado, Escrito: Avanzado

Disponibilidad p. viajar No

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