Customer Service Supervisor

You may know McCormick as a leader in herbs, spices, seasonings, and condiments - and we’re only getting started. At McCormick, we’re always looking for new people to bring their unique flavor to our team.

McCormick employees - all 14,000 of us across the world - are what makes this company a great place to work.

We are looking to hire a **Customer Service Supervisor** in a Hybrid (60/40) capacity for our site in **Mexico**City**. This is 3 days in the office and 2 days remote.**

**Please submit your CV in English.**

**What We Bring To The Table**:
The best people deserve the best rewards. In addition to the benefits, you’d expect from a global leader (health insurance, paid time off, etc.) we also offer:

- Competitive compensation
- Career growth opportunities
- Flexibility and Support for Diverse Life Stages and Choices
- We prioritize our communities and the planet we share
- Wellbeing programs including Physical, Mental and Financial wellness

**Position Overview**:
The Customer Service Supervisor has responsibility for the effective management of the day-to-day work of the Customer Service Analyst team to ensure the delivery of high-quality service level to all McCormick customers. Responsibilities include managing, executing, and administering the strategy and operations for the customer service team and the business unit. The role will drive efficient practices to optimize and streamline processes as well as monitor/measure activity to ensure customer service levels are meeting business unit objectives. This role links to business partners, operational execution, and overall order management of customer portfolio and/or standard customer service tasks. The role will manage, lead, and develop the customer service team. They will ensure policies and procedures are being correctly followed and applied while maintaining strong relationships with both internal and external customers.

**Key Responsibilities**:

- Supervising order management activities to ensure the execution of business unit and/or specific service levels requirements. Maintaining/developing metrics and reporting to ensure consistent performance attainment. Acting as effective backup for team members as required. Supporting the team with workload management.
- Developing and implementing programs and procedures governing the way customer service activities will be conducted. Providing ongoing process improvement and project support. Identifying and communicating solutions to anticipated risks and suggesting potential responses, actions and resources required to help mitigate the risks or otherwise prepare the organization for the impact.
- Providing leadership, support, and training to customer service personnel. Lead performance reviews and development discussions with direct reports as well as provide support for setting goals to achieve departmental and functional goals that are aligned with business partner objectives.
- Serving as the key liaison between Customer Order Solution, business unit sales teams, and internal McCormick Operations (including Supply Chain, Distribution Center, Quality)
- Manage a portfolio that includes strategic customers, as applicable.
- Receives, enter, and manages customer purchase orders or schedule of shipments for domestic, exportation and intercompany customers in cooperation with distribution center and traffic department to order billing.
- Provide support to commercial team on issues related to master data, PO status and service level indicators.
- Use analysis tools to report OTIF (daily, monthly). Shipment incidents, PO incidents, update customer data information, follow up to back-order inventory and pending orders.

**Required Qualifications**:

- Completed bachelor’s degree in Customer Service, Supply Chain, Logistics, Business, Engineering, or related field. Preferable Industrial Alimentary or Food Service.
- 3+ years of proven experience as a team leader/supervisor in Customer Service.
- Previous experience with Consumer Products Exports and LATAM countries.
- ERP experience (SAP preferred, SD/MM modules desirable).
- Intermediate proficiency in MS Office and Excel. English 90% (spoken and written).

**As an Equal Opportunities employer, McCormick is committed to an inclusive workforce.