Manager of Commercial Strategy and Customer Service

As Sr. Manager of Commercial Strategy and Customer Service you will detect top line growth opportunities through understanding of the competitive Central American market and provide executive support in the management of strategic commercial programs, concerning planning and measuring them.You will report to the comercial area.You will be #LI-Onsite in our site in Panama**Main Responsibilities**- You will determine service indicators and execution of customer requests based on the analysis of demand, service offer and operational capacity, controlling deviations and implementing controls and improvements.- You will ensure service offerings through the execution and establishment of policies, in consideration of the requirements of the company and the establishment of procedures and best practices by integrating the sales process, from quotations, order taking, customer profiling, invoicing and post-sales interviews aiming to improve customer-facing services.- You will establish best practices in service, communication and tools aimed at putting the customer at the center of the entire call center and command center operations ensuring operational and training requirements for all operational staff, and individual growth strategy and guidelines based on the PPG way to lead.- You will validate the execution of Credit Notes, Price Changes, Commercial Agreements, Claims,- You will manage the operation of 1st and 2nd level, and the Divisional staff of executives, customer service Core and dependent areas managers being responsible for monitoring compliance to audits and SOX controls.**Qualifications**- 8+ years of proven call center experience (campaign development, IVR creation and demand management, Outbound and Inbound process set up, knowledge of Q&A processes).- 3+ years of experience in management positions and development of PBX (switches) IVR, CTI (telephony integration) CRM, PR, SAP and ORACLE. It is desirable to have implemented any of the above.- Proficient in English, able to maintain fluent and business conversations.- Benefits included will be discussed with you by your recruiter during the hiring process, such as medical benefits, life insurance and more.**About us**:**PPG: WE PROTECT AND BEAUTIFY THE WORLD****The PPG Way**Every day at PPG:**We partner with customers to create mutual value.****We are "One PPG" to the world.****We trust our people every day, in every way.****We make it happen.****We run it like we manage it.****We do better today than yesterday - everyday.**Benefits will be discussed with you by your recruiter during the hiring process.PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.**About us**:PPG: WE PROTECT AND BEAUTIFY THE WORLDThe PPG WayEvery single day at PPG:We partner with customers to create mutual value.We are “One PPG” to the world.We trust our people every day, in every way.We make it happen.We run it like we own it.We do better today than yesterday - everyday.Benefits will be discussed with you by your recruiter during the hiring process.