Mgr, Customer Service Excellence

**LOCATION**:Acuna / Coahuila (MX-COA), Mexico |
**BRAND**: Bendix |
**REQUISITION ID**:2679 |
** JOB GRADE**: 17

**JOB DESCRIPTION**:
The Customer Service Manager is responsible for leading the day-to-day operations of the Bendix Customer interface within the Integrated Supply Chain (ISC) group as well as the technical systems and processes that support the improvement of the Delivery Processes.

These areas include but are not limited to Customer Service for OE, Service, After-Market and the technical support teams.

The Customer Service Manager reports directly to AVON Director, Customer Service.

**Essential Functions**:
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- Owns and improves the order to delivery process including identifying KPI”s to measure success
- Provide direction and mentoring to the Customer Service team including the interaction with the other facilities.
- Provide early insight on key customer shut down dates and trends towards delivery performance
- Drives change in process improvement within team to align with the customer expectations and improve organizational performance and overall customer experience
- Manages and achieves Key Performance Indicators that define success in each area
- Drives the use of appropriate management tools, including but not limited to: SAP, Customer Portals, Customer Scorecards, activity planning, change requests, development requests, and issue risk management and scheduled team meetings
- Leadership and management of the Customer Service within the locations ensuring all company guidelines/policies are maintained and followed.
- Ensure that the processes and procedures are in place to maintain and support all KPS activities within the department.
- Establish and drive the necessary actions and process changes to meet the company’s delivery goals.
- Responsible for implementation of and on-going functionality of the SAP system within the Sales & Distribution modules.
- Align Customer Service organization to the expectations of Leadership on the relationship with the Customer
- Support PSA Activities and procedures with team members
- As well performs all those activities that by the nature of the position are required.

**Management Responsibilities**:
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- Job is responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management).

**Knowledge**:
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- Experience with the ‘Customer Service Role’ as it relates to the overall Supply Chain organization and overall business processes
- Experience working with all levels within the organization and has established a high-level of credibility both internally and externally
- Demonstrated ability to develop and execute a major change strategy
- Results oriented Self Starter and Pro-active
- Organized with the ability to lead multiple teams and initiatives
- Solid communication skills (Verbal and written)
- Team player with strong interpersonal and organizational (OCM) skills
- SAP Process Orientation
- Analytically competent including use of Six Sigma tools and methodologies
- Knowledge of companies’ operational processes required to leverage OTD performance

**Experience**:
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- Min of 4-5 yrs. of prior experience in a Bendix Plant and/or Operations role. Customer Service experience a plus.

**Skills**:
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- Bilingual (English/Spanish)
- Assertive communication skills
- Computer skills
- Excellent analytical skills
- Time management skills and ability to prioritize tasks with a strong sense of urgency
- Motivated - Self Starter - Promotes problem solving and Conflict resolution
- Strong ethical values

**Education/Certifications**:
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- Bachelor's degree in Operations, Supply Chain Management, or Business Administration required
- Master’s degree or advanced studies preferred
- Six Sigma Black belt or green belt certification
- Bi-lingual Spanish skills a plus

**What does Bendix have to offer you?**
- Work-life balance that includes Paid Vacation & Holiday Paid Time Off
- Vacation Premium
- Major medical expenses
- Christmas Bonus
- Life insurance
- Educational assistance program
- Wellness program
- Saving Fund
- Pantry Vouchers
- Personal Days Paid
- Permits paid for: Marriage or Death of a direct relative
- Attendance Bonuses
- Cafeteria Subsidy
- Subsidy for prescription glasses
- Medical service in plant
- Recognition Programs
- Gym