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Customer Service Manager

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Ciudad de México, Ciudad de México Fortive A tiempo completo
Description

Position Summary:

The LATAM Customer Service Manager is responsible for overseeing Customer Service/Order Management team for Latin American Countries. Also, the Customer Service Manager is an enabler, for both performance and development, for the members of CS team.

This position has a high interaction with Sales Operations, Commercial, Planning, Logistics, Finance, Legal, Compliance & HR regional Directors, as well as with global peers and suppliers.

Duties & Responsibilities:

Under and in accordance with all applicable government laws, regulations and ASP policies, procedures and guidelines, this position will:

  • Drive solution-oriented decisions, 
  • Collaborate closely with cross-functional departments to ensure orders are processed accurately and efficiently. 
  • Contributes to the company's overall customer service/order management strategy to help ensure we have a seamless and efficient quote-to-cash process and exceptional customer experience.
  • Oversee the hiring, orienting, training and development of customer service staff to ensure a capable workforce to support remotely ASP customers. 
  • Set and maintain meaningful customer satisfaction metrics with overall business goals in mind.
  • Develop, implement, and maintain customer service policies, procedures, and regulations necessary for ensuring a satisfied customer base and compliance.
  • Communicate with customers to identify their needs/expectations and make appropriate adjustments to meet those needs
  • Ensure timely follow up / resolution of outstanding issues and point of escalation.
  • Supports internal and external audits as needed.
  • Ensure on-time response to customer needs.
  • Manage direct contact with customers to clarify order-related questions
  • Management and continuous improvement of reporting tools and review processes.
  • Work with CRM ) system to manage order queues and capture customer-related actions.
  • Work with SAP system to manage order queues and capture customer-related actions.
  • Responsible for the e-Invoicing systems & process
  • Drive SFDC & SAP enhancements with global IT group.
  • Represent CS-LATAM in ASP global forums, to align the region with global policies and enhancements.
  • Ensure accurate update of systems and databases.
  • Enables team development growth to be subject matter experts in their role.
  • Manage Suppliers for LATAM Customer Service Team 
  • Responsible for communicating business related issues or opportunities to next management level.
  • Performs other duties assigned as needed.

Education:

Business Administration, International Business, Industrial Engineering. MBA is considered a plus.

Years of Related Experience:

Must have +5 years of experience leading regional Customer Service, Order Management or other Sales Operations roles in Medical/Life Science industry.

Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations: 

  • SAP 4 HANNA hands-on experience
  • Deep e-Invoice processes knowledge
  • Strong analytical and structured mindset.
  • Strong Project Management knowledge. 
  • Strong Excel proven capabilities.
  • Hands on Experience in Continuous Improvement tools such as: Standard Work, Daily Management, Problem Solving, Value Stream Mapping
  • Knowledge of Customer Relationship Management tools, especially  
  • Fluency in Spanish and English is a must, Brazilian Portuguese skills are a strong asset 
  • Proven track of developing the team members under their management.
  • SOX Compliance knowledge from an OTC perspective.
  • Knowledgeable Quality and Regulatory Basics on Medical Devices Distribution. 
  • Knowledgeable on Government Contracts fulfillment for Medical Devices/Life Science /Pharma industry.

Here are a few examples of the traits we value for this role: 

  • Attention to detail and accuracy. 
  • Highly self-reliant leader who thrives independently and ensures consistent high-quality results
  • Strong sense of urgency. 
  • A strong work ethic and passion for commercial success. 
  • Ability to establish and maintain trust internally with many departments and externally with customers. 
  • Strong sense of teamwork and customer satisfaction. 
  • Passion for Continuous Improvement.

External Interactions:

This role could interact, but not limited to, with Customers, Distributors, Suppliers, and 3PL partners.

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